Case Study: DocuSign boosts trust and conversion with Checkout.com Identity Verification

Docusign boosts trust with Checkout.com's Identity Verification

DocuSign, the global leader in secure and frictionless agreement processes, needed a better way to verify identities for high-trust digital agreements. Its legacy video identification process was slow and cumbersome, creating friction, drop-off, and accessibility concerns, while also raising questions about bias and inclusivity in facial recognition. To address these challenges, DocuSign turned to Checkout.com’s Identity Verification solution.

Checkout.com implemented its Certified Identity Verification (PVID) solution, combining machine learning with asynchronous human review to improve security, compliance, and user experience. The shift from live video to AI-powered self-service verification increased adoption and improved conversion at scale, with 95% of committed users receiving a usable verdict in 2024 and 96% in 2025; usable IDVs reached 94.30% and 95.55%, respectively. Checkout.com also helped DocuSign reduce costs by up to 50% while supporting more inclusive, regulation-ready verification across the UK and EU.

DocuSign

Maxime Hambersin

Senior Director of Product Management International