onLight@3x.png
 

 Onboarding for the signature workflow

 

Problem Statement
Users of Nitro sign on sign up have to figure out how to send a document for signature as there is no onboarding for the users. There are multiple drop off points seen in the user workflows such as availability of a test document to send for signature on sign up, having a colleague / recipient to send the document to, not being able to test the signature workflow before sending out documents to actual recipients.

Jobs to be done

  • Create an onboarding flow for the primary use case of send for signature.

  • Create an onboarding flow to walk users through the home page and features

  • Allow users to choose a sample pdf or use their own document to go through the onboarding workflows

  • Provide users with a dummy recipient to send the sample onboarding document too.

  • Automatically sign documents when users send the document to dummy recipient.

Success Criteria
We know a user is successfully onboarded to NitroSign when they match the following criteria
Onboarded User

  • When a user has completed the Request a signature onboarding tour

  • When a user has sent at least 3 signature requests within the first 7 days of completing the onboarding flow.

  • The user has completed the sign a documented onboarding tour

  • The drop-off rate should be less than 30%

  • Have a Control Group to ensure the success of the Onboarding tour

  • When the user has sent at-least 1 more signature request between the 8th and 30th day after signing up.

Onboarding User flow
Click on the image to view details

Design explorations

Concept 1
Provide users the option to explore Signature request workflows, Self-sign workflow, or Bulk sign workflow

Pros:

  1. Showcasing the four most important value propositions of the product

  2. Allowing the user to choose the onboarding that makes sense for them

Cons:

  1. Too many options for a user to choose from can become overwhelming

  2. Users may not know what sign requests/bulk signing mean and might choose the option not suited for their signature needs

1.png

Concept 2
Provide users the option to explore sign workflow with sample document or users own document

Pros:

  1. Showcasing the most important value proposition of Nitro sign

  2. Allowing users to use sample document or their own

  3. Fewer options allowing users to make focused choices

Cons:

  1. Users may not want to explore signature workflow and maybe coming to self sign a document

2.png

Released Onboarding flow:

onboarding_1-min.gif

Results

  • We saw a neutral impact on the number of users completing real signature requests, but there was a 40% uplift in users completing at least 1 signature request (real or simulated) on day 1. This could be important for the trial experience as we had clear evidence of users trying out the main feature of the product, who would not have engaged otherwise.

  • There was an + 8% difference in signature requests started by users in the control group, but the number of users completing the onboarding showed that these additional users were not engaged and most likely would be difficult to retain.

  • This experiment is still ongoing and the number of retained users after 3 months is yet to be determined