Product description
PandaDoc’s all-in-one document automation mobile and web application to streamline the process to create, approve, and eSign proposals, quotes, contracts, and more.
Year
2022
task
Usability research and redesign(if needed), of current sending experience in PandaDoc. We had to test and gather feedback on the most critical features and steps our customers take to send a document.
Summary
We had low NPS and activation(in PandaDoc it's when a customer sends his first document to a client), we decided to do usability research and test our existing sending experience. We gathered and analyzed all the data from the tests. We made a few solutions and improvements to the current experience and flow.
Responsability
Collaborate on script
UX/UI Designer
Gather insights from tests
Prioritize and analyze the data
Design solutions
Prototype tests
Micro-interactions
client
PandaDoc
Sending experience - every feature and setting you need to tweak in order to send your document
Pandadoc - Sending experience
Why bother?
Pandadoc - Sending experience
Low NPS
Net Promoter Score was one of the key results of that quartal in PandaDoc. This is due the fact that it was lower than the industry average. We gathered a lot of the negative comments from the detractors(people that rate experience as bad on the NPS scale 0-6 out of 10). Lots of them were related to usability issues.
Low Activation
We noticed that from a large amount of created documents, just a tiny amount is sent. Low activation in such a critical part of the app is very detrimental. Activation is one of the key elements that influence any SaaS company's success.