Lombard’s fragmented, paper-heavy e-signature process caused drop-offs and financing delays, hurting user and business outcomes.
As the Lead UX Designer, I led the complete redesign of their e-signature platform to eliminate friction, build user trust, and create a seamless digital-first experience that would increase completion rates and user satisfaction.
My Role
Delivery Project Lead - UX/UI
Stakeholders
UX/UI Designer, React Developers, Backend Developer, Business Analyst and Architect
Company
Lombard Asset Management (UK)
Tools
Figma, FigJam, Adobe Photoshop, Jira and Confluence
Lombard's asset financing platform lacked an integrated e-signature solution, forcing users through a cumbersome manual process that resulted in high abandonment rates and delayed approvals. Users faced multiple pain points that hindered their financing journey:
This project addresses three critical issues in Lombard's document signing process: obtaining proper user consent, streamlining multi-party e-signature workflows, and promoting Adobe E-sign adoption while ensuring GDPR compliance.
GDPR Compliance Challenge:UK companies must adhere to General Data Protection Regulation (GDPR) to protect European users during online transactions. Currently, Lombard's platform lacks proper consent mechanisms before collecting and using customer data.
1. Missing User Consent: Relationship Managers cannot legally contact customers via email, phone, or SMS without explicit consent for document signing processes.
2. E-signature Adoption: Users need guidance and encouragement to utilize Adobe E-sign for both single and multi-party document signing.
3. Security Assurance: Users must feel confident that their data and documents are protected throughout the e-signing process.
Current State: The existing platform allows registration with email and phone number but fails to capture necessary consent before sending quotes, finance approvals, or other communications to users.
I focused on creating a trust-building, friction-free e-signature experience that would integrate seamlessly with Lombard's existing asset financing platform while addressing the specific needs of both individual and business users.
Based on user research findings, I established core design principles:
Rather than building a standalone e-signature tool, I integrated the signing experience directly into Lombard's existing user flows. Key improvements included:
This approach ensured users experienced e-signatures as a natural extension of their financing journey, rather than a separate, disruptive process.
Button Hierarchy: Implemented clear visual distinction between primary and secondary buttons, with appropriate disabled/enabled states to guide user actions.
Brand Consistency: Adhered to Lombard's existing style guide for form layouts, color palette, and typography to maintain brand coherence.
Content Organization: Structured and categorized information based on user context and workflow requirements.
Information Architecture: Designed a step-by-step wizard interface to match the sequential nature of the document signing process, ensuring logical task progression.
I collaborated closely with the development team, legal compliance officers, and business stakeholders to ensure the e-signature solution met both user needs and regulatory requirements.
Weekly design reviews with engineering team for technical feasibility. Legal compliance workshops to ensure regulatory adherence. Security audits with IT team for data protection validation.
"The new e-signature process is a game-changer for our business. What used to take days now happens in minutes, and our customers love the simplicity"
The redesigned e-signature platform is now actively used across Lombard's financing products and continues to receive positive feedback from both individual and business customers.