Streamlining the eSignature process on the Northwestern Mutual website.
The Context and Role
Northwestern Mutual (NM) clients are regularly asked by their Financial Representative (FR) to sign multiple digital documents at a time. However, the current eSignature experience is not optimized for either parties. In the case of the client, all document requests are sent in individual emails with no way to track or confirm the status of one’s documents.
I worked with both the Client Experience (CX) and FR teams to tackle this issue from all relevant stakeholders perspective.
For the purposes of this case study, I will focus on the process of designing from the client’s perspective.
The Team
Me (Primary Product Designer, CX)
Lindsay Ackerman (Product Designer Lead, CX)
Andy Nagy (Content Solutions, CX)
Will Felton (UX Researcher, CX)
George Sarrade (Product Designer Lead, FR side)
Alexis Burke (Product Manager, CX)
The Problem
The existing eSignature process is extremely disjointed and uninformative; how can we streamline this experience on Web (and then Mobile) so that clients can sign and access their documents more easily and confidently?
The Solution
