Signer Experience Study
Publishing Pilot Usability Research
Marc Royal
Information Architect
Executive Summary
Workflow map proves frustrating for users
While 83% of users understood signer roles and concepts, only 60% successfully completed tasks using the workflow map. Navigation complexity and unclear clickability led to user confusion and abandonment.
Initial Understanding
83%
identified as signer
Users understood relationship between eSignature and signing
Lost in Navigation
33%
failed to reach map
Multiple clicks confused users before reaching workflow
Alternative Success
87%
found table of contents
Users preferred traditional navigation over workflow map
Strategic Recommendation
Simplify navigation paths, make workflow map interactions more intuitive, and default to table of contents for document-based browsing.
Research Background
Product Context
DocuSign is launching a product documentation portal through Zoomin. This study validates site architecture and navigation design.
Research Objectives
Participants
US residents, ages 18-65+, diverse backgrounds
Test Methodology
Verbal Response
Task-Based Questions
Key Findings Overview
✓ Signing & eSignature
83%
understood relationship and identified as signer
✓ Table of Contents
87%
easily found and preferred over workflow map
✓ Print & Sign Task
87%
successfully found guide using TOC
✓ Search Functionality
80%
found search results relevant and easy to use
⚠ Workflow Map Navigation
60%
succeeded - many found it confusing and overwhelming
⚠ Path to Guide
40%
reached signing guide - too many steps between clicks
⚠ Feedback Icon
87%
found it but mistook for comments/chat - took time to see
Critical Issue
"I don't even want to try because it's so complex"
Home Page: First Impressions
Generally Favorable Response
Users appreciated the clean, decluttered layout and found the interface aligned with their expectations of a help center.
What Users Liked
Clean Layout
Information feels straightforward, words and icons are well-organized
Visual Design
Large font, prominent search bar, and top videos praised by users
Expected Functionality
UI matched expectations for finding product solutions
User Feedback
"Great for visual learners who seek quick information"
"The information is straightforward, and everything feels well-organized"
"I expect to find solutions to issues with the product I use"
Key Takeaway
The home page successfully establishes trust and sets clear expectations for users seeking help with DocuSign products.
Navigation Challenges
⚠ Too many steps to reach content
33% abandonment before reaching workflow map due to multiple clicks and unclear decision points.
Critical Confusion Point
Landing Page Dilemma
After selecting eSignature, users faced three choices:
Get Started
Sign document
Next steps
Struggled to determine correct path
What Happened
Task 1: Learning to Sign
40%
Success
33%
Partial
27%
Failed
Partial users took unintended path
Root Causes
Workflow Map: Frustration Point
"Is this for me because this is very complicated. I don't even want to try because it's so complex. Feels messy and requires a lot of output. I give up"
— Test Participant
Task 2: Find "Sign a Document"
60%
Success Rate
40%
Failed
40% clicked wrong topic or got stuck on the map
User Sentiment
"Enjoyed the look but felt confused and sometimes overwhelmed"
"The flow isn't intuitive to most users"
Identified Problems
Unclear Clickability
Users couldn't tell which elements were interactive
Static Pin Icon
Pin didn't move with user location, causing disorientation
Repetitive Labels
"Sign a document" appeared multiple times, creating confusion
Non-Interactive Nodes
Users expected upper-level nodes to be clickable guides
Complex Visual Flow
Linear workflow pattern unclear, overwhelming information density
Table of Contents: Clear Winner
Preferred Navigation Method
Users strongly preferred the table of contents over the workflow map, citing familiarity, clarity, and ease of use.
Task 3: Find TOC
87%
Successfully located table of contents
13% stuck on wrong page or clicked wrong area
Task 4: "Print and Sign"
87%
Found guide using table of contents
Some didn't realize TOC was collapsable
Why It Succeeded
Familiar Pattern
Users recognized the traditional document navigation structure
Clear Hierarchy
Nested structure made topic relationships obvious
Easy to Scan
Linear list format allowed quick scanning for keywords
No Ambiguity
Single path to each piece of content - no confusion
User Quote
"This is much easier to navigate than the workflow map. I can see exactly where everything is."
Minor Issue Identified
Some users didn't realize TOC sections were collapsable or that certain items were nested under "Other document signing actions"
Search & Feedback Features
Search Bar Performance
80%
Successfully used search to find content
"I really like the predictive text"
What Users Appreciated
Recommendation
Differentiate top results to improve scanning
Feedback Icon Discovery
87%
Found feedback icon eventually
Discovery Challenges
Issue
Placement and design caused confusion
Recommendations
Move icon to bottom with clearer label and design
Strategic Recommendations
1
Reduce clicks to reach guides
Streamline the path from product selection to content. Eliminate intermediate landing pages that create confusion and abandonment. Direct users to actionable content faster.
2
Simplify workflow map
3
Default to table of contents
4
Add icon labels
Ensure immediate understanding without relying on visual recognition alone
5
Improve feedback placement
Move feedback icon to more prominent location with clear labeling
6
Highlight top results
Differentiate most relevant search results for faster scanning
60%
Workflow map success rate
While initial impressions were positive
87%
preferred TOC
40%
reached guide
6
recommendations
Next Steps
Simplify navigation paths and prioritize traditional content structures
Publishing Pilot Study • DocuSign Research • July 2020