top of page

eSign project

Create a replacement system for an outdated technology that enables bankers to electronically obtain signatures from clients. 

​

Conducted research studies at different stages of the product development lifecycle for the eSign project.

Project Timeline

Product team decides to build the replacement system in house instead of using a vendor solution

Discovery interviews

Used discovery interviews to understand the context of bankers working with clients during document signing processes. Uncovering the attitudes, aptitudes, and motives of the banker enable the Product and Design teams to create an intuitive User Interface, that minimizes time spent by the bankers and clients, so they can move on to other tasks more quickly.

Remote eSign discovery interviews

Learn how bankers work with clients when all of the clients cannot be present to sign at the same time.​

Branch eSign discovery interviews

Understand how bankers work through the signing process with in-person clients

Start of design work

Contextual inquiry

Conducted a field study to gather insights into the how the application the team is focusing on fits into the overall context of a banker's day.

Observe signing ceremonies to identify strengths and weaknesses in the current process.

​

Understand the different types of branches and how the neighborhood the branch is in affects the tasks the bankers do on a daily basis. 

Branch Visits

Design team creates designs for UI of the system with input from research and accessibility 

Design team creates prototypes to be used in UX Research study

Prototype testing

Conducted prototype testing to gather feedback from real end-users about the design for the new system. This feedback enables the team to make favorable changes to the design. Changes made during this phase reduce overall project cost, they are less costly because development has not started yet.

Remote eSign prototype

Assess if the process for obtaining signatures from clients outside of the branch is an efficient process.

Branch eSign prototype

Assess if the in-person process for obtaining signatures is an efficient process

​

Icon concept testing

Got fast feedback on new concepts for icons the design team created.

Remote unmoderated icon testing

Used UserZoom click test to quickly gather feedback about the intuitiveness of new icons used in the design.

Design team finalizes designs and creates annotations

Design team hands off annotated designs to developers

Product and Agile teams create user stories to build out the designs

Development team creates the user interface based on the designs

Live site usability testing

Coded solutions do not always match the designs that were handed off to the developers. Conducting a usability test on the built site with end users, enables us to have another chance to catch issues with the before the system is rolled out to a larger audience.

Remote eSign usability testing

Conducted usability testing with the UAT version of the live site in UserZoom with end users. 

Research meets with Design, Product, Development, and agile teams to make recommendations about changes to the user interface based on the usability test

Experience Survey

Created a baseline metric composed of System Usability Scale (SUS) and Customer Satisfaction (CSAT) scores.  

Baseline Experience Survey: original system

Surveyed end users of the original system to establish a baseline metric so we can understand if the new system is preforming better or worse than the original system.

Research meets with Design, Product, Development, and agile teams to share results and make recommendations about issues to watch after release of new system

bottom of page