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Have you implemented Docusign eSignature but don’t feel like some of your users/senders are on board? How do you know if your users are even sending agreements for eSignature and not reverting to the old agreement workflow process? The ART method can increase your user adoption and, ultimately, your return on investment (ROI).
🗺️ A - Assess the Current State
Start by identifying two key types of users in the organization:
- Power Users
- Late Adopters
Power Users often have the most “sent” and “completed” envelopes and are quick to assist peers when there are questions. Take advantage of their experience and enthusiasm to gain feedback on how to improve the eSignature process within their departments. On the other hand, the late adopters have a low number of “sent” and “completed” envelopes. Late adopters may also have a high number of “corrected” and “voided” envelopes, indicating errors are being made in the sending process.
Leveraging Docusign eSignature User and Group Activities in the “Reports” tab helps identify users who are excelling and those who are struggling.
🔎 R - Review the Data
Review the account reporting data for trends and gather feedback from your users. Create a survey to gain insight into what’s working and the challenges that users, regardless of their experience, face. A few recommended questions are:
- What do you like about the Docusign eSignature experience?
- What parts of the eSignature process are challenging?
- What modifications to the process could improve sending, receiving, and managing envelopes?
- What feedback have you received from customers/signers about the eSignature process?
Responses to these and similar questions help you understand users’ pain points so you can design a plan of action to enhance both the user and customer experiences.
⚡️ T - Take Action
Once you understand your users’ personas and where to make progress, consider the following action items as the next steps.
Learning and Enablement. To upskill users, utilize Docusign University’s (DSU) catalog of courses, best-practice guides, webinars, and more. Have your power users take advantage of specialist and certification programs.
Communication. Keep stakeholders, leadership teams, and users up-to-date with Docusign adoption in your organization. Attending team meetings and creating a digital Center of Excellence (COE) are great ways to showcase success.
Reporting Plan. Design and implement a reporting plan by customizing and scheduling account reports to analyze advancements in user activities and overall account performance, such as the number of envelopes sent and completed.
🧰 Additional Resources
Download DSU’s “The Road to Docusign ROI: User Adoption” best-practice guide to take a deeper dive into each phase of the ART methodology.
Next, check out the following support and learning resources:
- DSU self-paced course: eSignature Reporting and Auditing
- Support Article: Docusign eSignature Reports for Senders and Administrators
- DSU Learning Plan for Users: Get Started Sending with Docusign eSignature
🤝 Share Your Experience
How did you improve user adoption? What steps did you take before implementing eSignature to ensure users were confident envelope senders?