In-person Electronic Notarization

In-person Electronic Notarization

In-person Electronic Notarization

Streamlining the face-to-face document notarization workflow.

Streamlining the face-to-face document notarization workflow.

Streamlining the face-to-face document notarization workflow.

COMPANY

DocuSign

ROLE

Product Designer

Project Overview

Research

Design

Outcomes

Project Overview

Project Overview

Project Overview

In-person electronic notarization (IPEN) streamlines the notarization process by eliminating the manual paper-based workflow by allowing signers to meet in person with a notary and sign documents on a device.

In-person electronic notarization (IPEN) streamlines the notarization process by eliminating the manual paper-based workflow by allowing signers to meet in person with a notary and sign documents on a device.

Background

Background

While remote online notarization is seeing increased adoption and implementation during COVID-19, not everyone is ready or able to jump on board. This could be due to unfamiliarity with identity verification, legislation, or broader procedural and security concerns.

While remote online notarization is seeing increased adoption and implementation during COVID-19, not everyone is ready or able to jump on board. This could be due to unfamiliarity with identity verification, legislation, or broader procedural and security concerns.

Task

Task

Design an in-person alternative to the existing DocuSign eNotary product that provides a digital notarization space while maintaining the human element of meeting face to face with a notary public, ensuring compliant procedures, quicker turnaround times, and flexibility for our users.

Design an in-person alternative to the existing DocuSign eNotary product that provides a digital notarization space while maintaining the human element of meeting face to face with a notary public, ensuring compliant procedures, quicker turnaround times, and flexibility for our users.

Process

Process

Process

User Interviews

Our research team conducted interviews with signers and notaries to determine their approach to notarizations.

Develop Workflow

Develop Workflow

Determine ideal workflow for session experience.

Design

Create net new screens for session onboarding, in-session experience, and organization admins.

E2E Prototype

Develop end-to-end prototype for implementation.

Research Outcomes

Research Outcomes

Research Outcomes

Our research team interviewed 31 notaries and 47 signers to get an idea of their priorities surrounding the notarization experience, specifically regarding device usage. Do notaries prefer signers to bring their own devices to sign on, or do they prefer their organization to provide a device for the signer and notary to share for the session? And do signers prefer to be provided a device, or bring their own?

Our research team interviewed 31 notaries and 47 signers to get an idea of their priorities surrounding the notarization experience, specifically regarding device usage. Do notaries prefer signers to bring their own devices to sign on, or do they prefer their organization to provide a device for the signer and notary to share for the session? And do signers prefer to be provided a device, or bring their own?

Our research team interviewed 31 notaries and 47 signers to get an idea of their priorities surrounding the notarization experience, specifically regarding device usage. Do notaries prefer signers to bring their own devices to sign on, or do they prefer their organization to provide a device for the signer and notary to share for the session? And do signers prefer to be provided a device, or bring their own?

In the notary interviews, we discovered preference for the shared device option. Participants cited margin for error, control over the session, and accessibility to personal devices as reasons for preferring this option.

In the notary interviews, we discovered preference for the shared device option. Participants cited margin for error, control over the session, and accessibility to personal devices as reasons for preferring this option.

In the notary interviews, we discovered preference for the shared device option. Participants cited margin for error, control over the session, and accessibility to personal devices as reasons for preferring this option.

While results were fairly split, signers showed preference for the independent devices option.

While results were fairly split, signers showed preference for the independent devices option.

While results were fairly split, signers showed preference for the independent devices option.

Faced with conflicting data, design and research teamed up to assess concerns and determine priorities based on user interviews. Many of the notaries cited security concerns, session control, and efficiency as main considerations for the session experience.

Faced with conflicting data, design and research teamed up to assess concerns and determine priorities based on user interviews. Many of the notaries cited security concerns, session control, and efficiency as main

Faced with conflicting data, design and research teamed up to assess concerns and determine priorities based on user interviews. Many of the notaries cited security concerns, session control, and efficiency as main

Design

Design

Design

Based on the user interviews and collaboration with our research team, I landed on a multi-device approach for the MVP design phase. Notary and signer join session via secure email link. Notary confirms the signer is present, verifies their identity, and fills out required session information while signer can preview the document. Then the document can be signed and notarized.

Based on the user interviews and collaboration with our research team, I landed on a multi-device approach for the MVP design phase. Notary and signer join session via secure email link. Notary confirms the signer is present, verifies their identity, and fills out required session information while signer can preview the document. Then the document can be signed and notarized.

Based on the user interviews and collaboration with our research team, I landed on a multi-device approach for the MVP design phase. Notary and signer join session via secure email link. Notary confirms the signer is present, verifies their identity, and fills out required session information while signer can preview the document. Then the document can be signed and notarized.

Other Design Considerations:

• How do we help facilitate effective IPEN sessions and ensure signers and notaries are prepared for them?

• How do we ensure we are complying with state notarization legislation?

• What changes need to be made to current Admin experience to accommodate new session type?

• How do we handle potential edge cases, i.e. participant no shows, identity verification issues, etc.?

Notary Admin

Notary Admin

Notary Admin

Admin screen for organizations to view and manage their registered notaries. Admins can see which experience type(s) their notaries are commissioned for: RON, IPEN, or both.

Admin screen for organizations to view and manage their registered notaries. Admins can see which experience type(s) their notaries are commissioned for: RON, IPEN, or both.

Admin screen for organizations to view and manage their registered notaries. Admins can see which experience type(s) their notaries are commissioned for: RON, IPEN, or both.

Signer Preparation

Signer Preparation

Signer Preparation

Signer introduction screen before beginning of session to provide them with information to be prepared for their session.

Signer introduction screen before beginning of session to provide them with information to be prepared for their session.

Signer introduction screen before beginning of session to provide them with information to be prepared for their session.

Confirm Co-location

Confirm Co-location

Confirm Co-location

Before the session can begin, notary legally must confirm the signer is physically present. If they are not, they cannot proceed with the document and must exit the session.

Required close collaboration with UX writers to provide workaround before plans to build in rescheduling functionality or stronger customer support.

Before the session can begin, notary legally must confirm the signer is physically present. If they are not, they cannot proceed with the document and must exit the session.

Required close collaboration with UX writers to provide workaround before plans to build in rescheduling functionality or stronger customer support.

Before the session can begin, notary legally must confirm the signer is physically present. If they are not, they cannot proceed with the document and must exit the session.

Required close collaboration with UX writers to provide workaround before plans to build in rescheduling functionality or stronger customer support.

Notary Commission Creation

Notary Commission Creation

Notary Commission Creation

Original notary commission creation screen to register in their organization.

Original notary commission creation screen to register in their organization.

Original notary commission creation screen to register in their organization.

Redesigned commission creation to adhere to new design system, and accommodate for jurisdictions with only one commission type available.

Redesigned commission creation to adhere to new design system, and accommodate for jurisdictions with only one commission type available.

Redesigned commission creation to adhere to new design system, and accommodate for jurisdictions with only one commission type available.

End-to-end Prototype

End-to-end Prototype

Prototype covers the entire IPEN workflow, including the roles of org admins, envelope senders, notaries, and signers in the process.

Prototype covers the entire IPEN workflow, including the roles of org admins, envelope senders, notaries, and signers in the process.

Prototype covers the entire IPEN workflow, including the roles of org admins, envelope senders, notaries, and signers in the process.

Notary Onboarding

Notary Onboarding

Notary users can seamlessly create an account and generate their commission details.

Journal Entry

Journal Entry

Notary users are guided through forms to document signer information and session details.

Signer Prep

Signer Prep

New notification emails and pre-session prep for signers.

Future Design Considerations

Future Design Considerations

Future Design Considerations

Embedded scheduling

Incorporating a scheduling workflow to allow more control over session experience and better facilitation between notary and signers, especially for cases of multiple signers.

Edge case support

Limited engineering involvement

Offer more support resources for cases of participant no-shows, IDV failure, etc. Don’t want users questioning “what next?” if the session can’t be completed - route to rescheduling, tech support options, etc.

Mobile explorations

Mobile explorations

As signers are expected to bring their own device for the session, it’s likely that many of them will be signing on a phone. Would want to tailor the experience to be more mobile-friendly and get user feedback on their mobile signing experiences.