Context
Identity Verification (IDV) is an add-on to DocuSign’s eSignature SaaS that can verify 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
As the Senior Product Designer for IDV
Streamlined flows →
I cut screen variations by half and migrated from Sketch to Figma.
Drove Ink adoption →
Extended DocuSign’s new design system 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.
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, responsive variations.
In the previous design system (Olive), IDV had a center-aligned, mobile optimized layout for all platforms. Implementing Ink allowed me to design simple, 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.
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
Worked with the Ink Design team to create pictograms, illustrations, and beautiful motion during the waiting screens, increasing delight as part of our OKRs.
Worked with the Ink Design team to create pictograms, illustrations, and beautiful motion during the waiting screens, increasing delight as part of our OKRs.
There's more - these are just a few highlights of my work at DocuSign.
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