Case Study: DocuSign achieves a 25% increase in ID Verification success and boosts user confidence with UserTesting

How DocuSign keeps users signing on the dotted line

DocuSign, a global leader in eSignature and agreement management, needed to ensure signers felt confident when completing high‑security ID verifications. Because the verification process can take time, the team worried that inevitable wait periods would frustrate users and reduce completion rates for sensitive documents.

Using UserTesting, DocuSign tested three wait‑state prototypes (Limited, Some, and Detailed information) with real users to see which approach built the most confidence. The Detailed‑Info design—telling users what was happening at each step—reduced confusion and frustration, led to a more engaging experience, and drove a 25% increase in ID verification success rates.

DocuSign

Morgan Davis

Manager, User Research