A Professional, Reliable Homeowner Experience

Modernizing the contract signing flow to increase close rates and deposit conversions

// Background

JobNimbus is a Saas CRM platform for roofing contractors with 30,000+ MAU.

// Problem

Once contractors sent their quotes to homeowners for review & signature, homeowners were dropped into a fragmented experience with existing usability issues that transitioned into a newer, more streamlined deposit payment flow, risking trust in the payment process.

// Process

• User Research with Customers

  • Interviews with roofing contractors to identify additional issues:

    • contractors often had to walk homeowners through the signing process over the phone to help them navigate an unintuitive flow

• Stakeholder Research/Technical Discovery

  • Pop-up blockers would sometimes impede the toast message that surfaced the “Pay Deposit” button after signing was completed

  • Audit of full signing -> deposit flow to identify breakdowns and gaps

• Value Prop Ideation for Users & Stakeholders

  • Wireframes, Figma mockups, prototypes 

• Prototyping & Testing

  • Figma mocks and Maze user testing

    • I created a prototype via Maze that was sent to friends & family to act as proxies for roofing contractor clients (homeowners)

  • Prototype provided to internal stakeholders to inform of upcoming changes

// Solution

I re-designed the existing signing flow to address known usability issues (button placement, missing company data) and to align the experience with the deposit payment flow (owned by another team) that our review & signing flow would hand off to:

• Created a persistent header that included company info to deliver on the “professional, reliable, responsive” corporate vision

• Designed a mobile-first view of the signing & options selection

• Included a prominent “Pay Deposit” call to action that appeared conditionally on signing