🔍

Led an information architecture audit and ticket dive to advocate for customers

Deliverables

IAResourcesResearch

Summary

Led a ticket dive and content audit in an eSignature product area that generates support volume.

Background

I wanted to audit our core product, eSignature, as part of my employee onboarding. To narrow the audit's scope, I planned a ticket dive. We manually sorted 800 support tickets and found that folks can't find envelopes.

Envelopes live under the Manage tab in eSignature. We looked each label, term, filter, and all the behavior that brings them together in that area.

We found inconsistent envelope statuses, folder names, and search filters. For example, only four or the 8+ standard folders include filters for envelope status. Those filters for envelope status only include 7 of 18 envelope statuses.

I used these audit results to help inform a critical product decision for DocuSign Notary.

Behind the scenes

Select screens from the spreadsheet I used to organize information about the audit.

My audit spreadsheet was organized by status, filters and CTAs. The first sheet was a landing page for the project, where I kept track of questions I wanted to answer. I made a map and named different regions of the screen to make it easier to record data and observations.

I used my test account to audit statuses in eSignature. I made dozens and dozens of test envelopes to trigger each status and see when and where those statuses appeared in the UI. Then, I used the audit trail as a source of truth to confirm which terms were official envelope statuses. The eSignature audit trail is the document that makes eSignature contracts legally enforceable.

Later, I made wireframes of the eSignature dashboard to 1) communicate content patterns and 2) annotate areas with conflicting and inconsistent behavior.

Presentation

Select screens from the presentation I made to advocate for information architecture changes.

I kept this internal presentation a bit more informal and fun. Talking about information architecture with folks who aren’t already interested is enough to make eyes glaze over in a call. My goal was to keep the content interesting to hold attention and keep folks engaged.

To set context for the presentation, I led with a general overview of information architecture and how we used IA at DocuSign. My goal was to take folks on a journey with me.

Portfolio

Check out another project.

🧳

Planned strategic content pattern changes for a critical modal

🌻

Built Content Kit in Figma for folks who write microcopy

🔍

Led an information architecture audit and ticket dive to advocate for customers

🔬

Redesigned a settings page to drive growth by 80% and increase NPS by 20 points

🗄️

Decreased errors by 43% and increased success rates by 2x with content design changes

✒️

Integrated content standards with our design system to scale our operations

🍎

Revised key modals to educate product designers about version control

💌

Revised an email nurture campaign for a product design audience

🚚

Deliverables I’ve been responsible for over the course of my career

🖥️

Revised Lattice review cycle notifications

🛵

Replaced repetitive onboarding content with a unified, persuasive message