The Formbay Installer app allows solar panel installers to easily capture data such as photos and documents which was then sent to the Federal Government department that looks after national solar rebates.
The ability to sign documents on the app was developed several years ago and was in need of an overhaul in UX design.
Problem Statement
How might we make signing documents on the Formbay Installer app more user-friendly and reassure users of the documents are legitimate and secure
Research
Desktop research consisting of analysing the current state of signing documents on the app
Developed user interview guide
Conduct interviews of our users
Synthesise the data and generate key insights
Key Insights
User were apprehensive to signing on the app – not entirely comfortable with the process
Signing on the app led to a significant reduction in compliance processes
Not signing on the app led to a time consuming and manual process
Manual process consisted of sending the document via email, which was often forgotten and overlooked
Manual process increased the risk of fraud and incorrect paperwork being submitted
Concepts
Make Sign on App more user-friendly and require less time than the alternative – email a document to print, sign and send back
Provide an explanation of the process in a friendly way that people will just accept – without making it too serious or heavy
Responsibilities
Conduct user research
Developed user journey
Designed Wireframes and User Flows
Conduct workshops
Develop Illustration Brief and interviewed candidates
