Sertifi Signatures enables fast, secure execution of agreements by capturing in-person electronic signatures on mobile devices, eliminating paper and manual delays. The platform streamlines workflows with reusable templates, automated reminders, shared document libraries, and real-time collaboration.

As Lead UX Designer, I defined the end-to-end UX strategy for Sertifi’s NextGen e-signature experience, partnering closely with product owners, engineering, content, marketing, and executive stakeholders. I led user-centered design efforts across discovery and delivery—including research, ecosystem and journey mapping, rapid prototyping, and usability testing—to ensure the platform supported real-world, in-person signing scenarios with clarity, speed, and compliance.

Tools Used:

Sketching, Photoshop, Figma, FigJam, Canva, Maze, Cursor

What is the problem we are trying to solve and what are we designing?

The discovery phase focused on identifying where signers encountered friction when completing eSignatures and payments in the Sertifi platform. I synthesized existing research, product data, and stakeholder input to align on the core problem space before exploring solutions.

Key issues included unclear information architecture, fragmented signing and payment steps, and limited visibility into status and next actions—especially on mobile. Based on these findings, I defined a focused research approach using heuristic evaluation, usability testing, and funnel analysis to validate assumptions and prioritize opportunities.

This work resulted in a clear problem definition and a strategic foundation for iterative design and testing aligned with user needs and business goals.

What are the systems, channels and touchpoints involved?

This ecosystem shows how a signer completes a digital agreement from start to finish, including both signing and payment. Inputs from senders, internal teams, and document templates shape what the signer is asked to do, while the platform guides them through reviewing, clarifying, signing, and submitting payment in a single flow. Behind the scenes, connected systems update records and confirm completion, allowing the signer to finish confidently with minimal friction.

What are the steps the signer has to take?

This journey map captures how a signer moves from receiving an invitation to completing a digital agreement and payment. The experience begins with trust and clarity—recognizing the sender and feeling confident opening the document—then shifts to focused review and guided signing. Clear cues, visible security signals, and simple next steps reduce friction as the signer completes required actions. The journey ends with immediate confirmation and receipt, reinforcing confidence that the process is complete and the agreement was handled securely.

Who are the people we are designing for?

To understand how digital agreement workflows support both speed and confidence, we focused on two key roles within the signing experience: the sender and the signer. These personas represent the distinct motivations, pressures, and expectations on each side of the transaction, highlighting how design decisions must balance efficiency for the sender with clarity and trust for the signer.

What is the signer experience flow look like?

This user flow shows how a signer moves from receiving a document to completing signing and payment in a clear, guided sequence. Entry communications set expectations and lead users directly into the document, where required actions are highlighted to reduce hesitation. Inline editing supports clarification without breaking focus, while signing steps are structured to feel quick and intentional. The flow concludes with a streamlined payment step, reinforcing completion and confidence by clearly signaling when all required actions are finished.

What are some main elements featured?

The experience reduces friction in the signing and payment flow by keeping users oriented, informed, and moving forward. A contextual email sets clear expectations, the left-hand progress panel clarifies required and optional actions, and the focused editor supports key tasks without disrupting momentum. An activity timeline adds transparency and confidence by surfacing edits and status changes, creating a clear, streamlined path to completion.

This usability study evaluated the signer experience for Sertifi’s eSignature and payment workflows, focusing on clarity, confidence, and task completion. Conducted in July 2019 using a static prototype, the study included eight participants across hospitality, healthcare, finance, and enterprise technology.

Results showed strong overall comprehension and satisfaction. Participants found signing, markup, and submission intuitive, and visible version history increased trust. However, confusion surfaced around the conversation feature, right-hand icon discoverability, and clarity of the final submission step. In the payment flow, some users struggled with payment field hierarchy, submission behavior, and mobile considerations.

Insights from the study informed targeted design improvements, including clearer separation of required and optional tasks, making “Finish and Submit” the clear final action, improving icon visibility, clarifying conversation features, and integrating payment more directly into the signing flow.