Docusign.net heuristic evaluation

https://www.docusign.net is the subject of this heuristic evaluation.

This application uses the technical convention of an authenticated user on a website printing a document to a local service which has been previously installed on the local box to obtain a legal signature from a remote party or to send or respond to such a request. This “printed” document then appears in a registry in the Web interface on which the user will perform actions which the Web services provides. The document with its various suggestions for use, such as SIGN HERE, grants the ability to have legal digital signatures.

From the point of view of a user the convention is sending a letter, with the contents, envelope, and stamp of approval, proof of receipt and similar mail conventions.

While I found it stunningly easy to use, there arose what I refer to as “Omissions of the 3rd Kind” which means they are not intuitive and require more in depth experience with the system to understand, or some simple reason prevents the enduser from understanding the interface such as fear of use.

The first one was encountered after successfully following the steps to install the application locally, and printing the document I wanted to send it to someone to have it digitally signed. As I went through the crabwise steps appearing and clicking “Next”



Addressing the header in the Envelope.

After passing through all the steps, it became apparent that the application was going to allow me to send a document to be signed but not to open and digitally sign a document myself, and then forward it. I stepped through the entire process, taking screenshots of the process. I located the help files and played them and found that the interface did support signing and sending. But first the document needed to be prepared with the locations for signing embedded in the file.

So I stepped through the application again. I felt that instead of “New” in the interface it might have a option to Request Signature, and one for Send Signature as a scenario based design could offer. But as I used it the second time it seemed more intuitive.

I took it at face value, I trusted it. Signers IS Signers – it is anyone including me. So I addressed the “Envelope” to myself.



Adding myself as the addressee for sending and signing

Then I simply followed each step as it was encountered. Forwarded the document to myself through the application and voila, it was done.

The only real limitation I could immediately discover considering the purposes I wanted to use it, is if the new window is open, any documents you have not “printed” will not appear in the open window. This application detests the back button which is not a familiar scenario for some kinds of web uses.

Eureka! This application works from the heuristic point of view and it works well, with three simple caveats
1. View the basic instruction presentation
2. Trust the application to lead you, don’t overthink it
3. Read the interface.

For most users I believe they could get this to work the first time.