User Research at DocuSign

In my role at DocuSign, I supported four product teams. The core of my work was a rolling research program that I ran in full from participant recruitment to report presentation.

While at DocuSign I collaborated with designers, product managers, and developers to gather requirements, plan, and conduct research. I synthesized findings into actionable recommendations that were shared with the team. I was a UX and research evangelist, connecting the design and development teams with other departments within the company.

At DocuSign, I used and deepened my skills in multiple qualitative research methods:

• Usability Studies

• RITE Studies

• In-depth Interviews

• Contextual Inquiry

• Card Sorting

• UserTesting.com Studies

• Persona development

• Journey Mapping

• Participatory Design

Contextual Inquiry

In an effort to get a deeper understanding of our customers and their product needs, we completed a broad qualitative research exercise with enterprise customers around the United States.  A team of product designers, product managers, and researchers traveled to each customer site to conduct shadowing sessions and in-depth interviews with IT, business analysts, and subject matter experts.

I co-led the research efforts with my manager, and wore many hats during the project. My responsibilities included -

• Facilitating interviews and shadowing sessions

• Taking detailed notes about the interviews and capturing photos of the environment

• Sketching environment models

• Assisting with the readout and affinity diagramming

• Collaborating on the report creation

• Presenting findings to product teams

While onsite at our customers we held debriefs after each session to capture our findings. Once all of our site visits were completed, we used affinity diagramming to group insights. There were over 1200 notes captured and organized in our affinity mapping exercise. We analyzed the groups and prepared presentations for each major product area.

After analyzing the data, the research team presented our findings throughout DocuSign. We tailored our presentations to the different product teams to help direct our feature recommendations. There was a lot of positive feedback about our research efforts and other teams were eager to conduct similar research.