CHALLENGE

Our challenge was to improve the experience of DocuSign's mobile application for the annual customer conference: Momentum.

The application was not meeting all of the business and users goals. Customers expressed frustration with finding sessions, logging into the app, and giving feedback on speakers. 

Business Goals

• Collect data to plan better sessions.

• Have sessions go viral.

• Spread the word about DocuSign

User Goals

• Conference information at their fingertips

• Customizable agenda

• Network with colleagues

SOLUTION

We redesigned the mobile app to help the attendees save sessions to an agenda before arriving, find session locations with an interactive map while on-the-go, and give feedback on speakers. 

Research

Interviews

I interviewed stakeholders to understand the business and conference goals. Then read feedback from the previous year's attendees of the conference and looked at analytics from the website and mobile app to understand their behavior. 

Our personas (conference attendees) were developers, business customers, and customers learning about and mastering DocuSign's product.

Insights:

• Speaker and Agenda pages were visited more than any other pages.

• There was friction with logging into the app. - difficulties with retrieving your password if you've forgotten it.

Competitive Analysis

Next we conducted a quick audit of other conference apps in the same space.

Pros

• Easy to access bottom navigation

• "Star" to save sessions to my agenda

• Toggle between Sessions and My Agenda

Cons

• Overwhelming amount of navigation items

• Too many distracting photos/complicated design

Feature Prioritization

The app contained many features and was confusing to navigate. We decided to pair down the list of options in the main navigation so it was easier for attendees to save their favorite sessions and used the map feature to help them physically locate their sessions.

Userflows

I proposed a simple sitemap to touch on both business and user goals. We paired down features using the visitor analytics to back up our decisions on which order and pages to highlight. Then I created a user flow to plan the pages and share with developers.

Design

Wireframes

I was responsible for the initial wireframes and then worked with one other visual designer to complete the final designs.

Conclusion and Final Designs

We had a few setbacks after the designs were initially shipped. The company that was chosen to build the application required us to use existing templates. We successfully changed the navigation to a hamburger menu to fit their templates. Unfortunately, they wouldn’t allow us to do the social logins or forget password flow we designed, which would've improved login issues for the attendees.