Mobile-web / Onboarding + Signatory flow / End-to-end
Unawa SignSecure
An easy and secure digital e-signing experience. The first of its kind in the Philippines.
Unawa SignSecure is a Philippine-based legally-binding digital signature platform. How can they break into a market that favours tradition?
Overview
Unawa SignSecure has the opportunity to be the first local digital signature platform in the Philippines as competitors are mostly foreign companies like DocuSign and HelloSign.
Date
2 months (2021)
Role
UX/UI Designer (me), UX/UI Designer (1), Project Manager (1)
Skills
UX Research, UX/UI Design, Prototyping
Understand
How might employees and MSMEs (Micro, Small, Medium Enterprises) in the Philippines sign documents digitally in a way that is easy-to-use, simple, and secure?
Problem
Being the first e-signature platform in the country is no easy feat, especially in a country where government bodies and companies still rely and prefer physical signatures.
Solution
Design an MVP mobile web experience that enables users to sign legally binding documents securely, efficiently, and on-the-go.
Research
I interviewed four participants who could be potential users of SignSecure.
I conducted user tests on competitor platforms to understand how participants use their services as part of their job.
I sought insights on participant’s experience with:
How they send out contracts to determine their pain points
Discover what motivates them to use the product they were using
After the interviews, I gathered all my finding into an affinity map to uncover participant’s main issues.
Users were mostly worried with the legitimacy and security of signing documents digitally.
User flows
After gathering user’s pain points, I created a user flow that focused on making the experience as seamless as possible.
Hi-fidelities
This wasn’t ideal, but I jumped straight into hi-fidelities due to lack of time—Below is a display of the different features I designed.
Confirm identity through email
This is standard practice in the digital world and one that is most essential, especially when dealing with sensitive information such as legally binding documents.
I wanted this experience to be as standard as other platforms, to provide a sense of consistency, reliability, and trust.
View document before signing
After the customer confirms the document, they have an opportunity to view the document without signing first. Once they decide they are ready to sign the document, they are taken to a page that outlines the data privacy laws. This is a mandatory step in the process and was a business and legal requirement.
Decline to sign
The customer is then taken to the page where we ask them to digitally sign the document.
If for whatever reason the customer declines to sign the document, they are given the option to provide a reason as to why they decline.
Sign digitally, securely.
Finally, once a user decides they are ready to sign the document, we give them several options to sign by hand, by typing their name, or by uploading their digital signature.
Once they’ve signed all required fields, there’s a visual indicator that they are ready to return the document back to the sender.
Final remarks
Key learnings
This was one of my first design projects, and I learned valuable lessons about the process—particularly how important it is to adapt based on the requirements and timelines given by the client.
Digital platform regulations in the Philippines are not as mature as those in the United States or Canada. This meant following best practices and exploring extra security measures were crucial to ensure users felt confident in the system.
Next steps
Execute further research into legal requirements and regulations
With the goal of enhancing the platform's security features for users
If I had more time to work on this project, I would:
Conduct additional user interviews to continuously identify and understand pain points
Plus dive deeper into the sender’s experience as I was only involved in the signatory’s flows