Remote eSign: Discovery

Project description:

Create a new employee facing system to facilitate the signing of documents, when the banker and the customer are in different locations.

Project impact:

Provide context about the users to the Design team so they can create an intuitive design that enables users to quickly accomplish their tasks related to signing documents. Enabling, users to move on with their day and focus on another work related task.

Define the problem

Worked with stakeholders to define the problem space and decide what aspects of the overall experience is in an out of scope for this research. Established clear timelines based on the project team's needs and the scope of this research.

Problem Statement:

Understand the process bankers currently go through to obtain signatures from clients electronically. Determine if there are any strengths or weaknesses of current process that should either be incorporated into or fixed by the new design.

Create study plan and moderators guide

Define project background, business objectives, research objectives, timeline, and specific questions to ask participants during the study. Work with design, product, and development stakeholders to validate the information in the test plan and ensure the stakeholder's key questions are addressed.

Research objectives:

Understand how often bankers will use the UI
Understand the current process bankers go through when obtaining signatures from clients
Understand the challenges bankers have when working through the process of obtaining signatures from multiple clients on a single account
Learn about when bankers use eSignature to get signatures vs using ink signatures and what situations would trigger them to use ink signature instead of eSignature

Study type:

1:1 user interviews conducted remotely through video chat

Recruit and schedule participants

Sample size:

Recruited 8 participants through established processes.

Participant demographics:

Mix of bankers in rural and urban areas
Mix of new and experienced bankers

Run sessions

Met with participants to learn about their experience with obtaining signatures for documents from clients. Focused on mapping the process of how they currently get signatures. Built an understand the challenges when there are multiple singers involved and they cannot all come to the same appointment.

Analyze data

Used online white boarding tool (Mural) to consolidate and organize information learned during the discovery interviews.

Categorized findings:

Positive aspects of the current experiences
Issues with the current experience
How the signing process fits into the overall context of a banker's day

Create presentation

Created slide deck and Confluence page to convey key learnings from the research to the stakeholders and decision makers.

Present findings

Presented findings to stakeholders while allowing room for discussion of each key finding. Utilizing this method enables stakeholders to build a shared understanding of the finding. If it is an issue they agree should be committed to, the we assign a specific owner and timeframe to address the issue.

Follow-up

Met with design team to carry findings forward when design decisions were made by acting as the voice of the user in design meetings.

Track progress towards rectifying issues by following up with the owner to check in about the status.