Context
Identity Verification (IDV) is an add-on to Docusign’s eSignature SaaS that verifies a signer’s identity before they sign.
Customers in highly-regulated industries must take KYC (Know Your Customer) measures and use IDV to verify the Signer’s identity via IDs, selfies, and trusted providers.
From a UX perspective, these seemingly simple pre-signature steps hide dozens of variations due to countries, ID types, providers, GDPR, and geo-hosting constraints.
Key Achievements
Streamlined flows →
I reduced the number of screen variations by half and migrated from Sketch to Figma.
Drove Ink adoption →
Extended Docusign’s new design system, Ink, into a product-specific framework for IDV.
Improved outcomes →
Integrated providers, reduced false negatives, and designed clearer error handling.
Identity Verification 101
There are many ways to verify identity digitally, and each region has its own norms. Customers can also add options for user comfort, or added security.
Rolling out a new Design System
As the new company-wide Design System, Ink, was made available, we adopted it early and used the opportunity to re-design the IDV experience with more delight, better information hierarchy and accelerated design delivery.
For a given user, IDV might be 3 or 4 screens only of their whole experience of the Docusign product suite. We made sure the UI was easier to read, understand, and navigate from the very first screen of the experience, making sure requirements are stated upfront to reduce friction in the process.
Key Improvements
Streamlined screen creation →
Using components and templates, reducing screen variations and streamlining design process to accelerate delivery and increase maintainability.
Responsive layouts →
In the previous design system (Olive), IDV had a center-aligned, mobile optimized layout for all platforms. Implementing Ink allowed me to design simple but effective responsive variations.
New error states →
I collaborated with Engineering to document the error logic and rationalized the design for fewer micro-variations, and clear, actionable copy for end-users. This improved user success rate and satisfaction by several points.
Illustrations & motion
I collaborated with the Ink Design team to create effective pictograms, illustrations, and motion during the waiting screens, increasing delight as part of our OKRs.
There's a lot more.
These are just a few highlights of my work at Docusign. Reach out for more information.