Background
Legal marketers like Pintas & Mullins, the company I worked for at the time of this project, advertise various kinds of personal injury and mass tort cases to people who might qualify for lawsuits. The ultimate goal is to have as many qualifying clients sign up for legal representation as possible.
Problems
We had used document signing platforms like Docusign and Adobe Sign, and tested many others, but none of them integrated seamlessly into our custom CMS. This was an issue because there is information we needed to collect from clients after they sign their contracts. Without building a custom signing platform, we would have to contact each client to collect this information individually.
Additionally, the signing platforms we used all had their own usability pain points – both on for us and the signers. So this was an opportunity to add another valuable application to our SaaS platform for marketers.
Competitive Analysis
This analysis shows why none of the signing platforms would work for us in the long term. It also gave us a great starting point to design an optimal singing experience.
User Research
In interviews with our intake staff, we learned they were spending a lot of time writing individualized texts containing contracts. This was because in the signing platforms we had been using, they were only able to use one default message. In these interviews, we also learned that clients were more likely to sign a contract if the text message was case-specific, rather than generic. By simply adding text message templates, we could save our intake staff a significant amount of time.
In another set of interviews with contract signers, we found other pain points: 1) required fields were difficult to find and 2) the mechanism navigate contracts on mobile was clunky.
Current concept
Above, we see an Whitney, an organization employee, creating a contract, signing it, placing fields where other people have to sign, then sending it to those people.
On the mobile prototype, we see a recipient of a contract receive the document via text, adopt her signature, then complete the agreement.
To address the two signer pain points, I included a clear page navigation section and a large, orange arrow that points to the next field a signer needs to review.
Next steps
Ship SignASAP so we can collect data from real users and continue to improve it.
Mockup Image by FreePik