With the pandemic and the inherent economic crisis, simple and intuitive solutions that place the user experience at the heart of their operation, support the activity of the company, customers and employees. These solutions are becoming more and more obvious for the survival of many companies.
According to a recent Gartner study, by the end of 2023, 40% of companies will have applied this “anywhere operations” model to provide customers and employees with optimized and combined virtual and physical experiences. The future therefore seems to belong to the companies that will offer the best user experience.
In this context of digitalization, trust services have a key role to play. Today present in all the departments of the company, they adapt to the uses as well as to the specificities of information systems in order to facilitate a user experience at the center of human and technological interactions.
The need to think of a user-centric user journey
Integrating a tool that is used daily, such as an electronic signature solution, requires a complete rethinking of the user journey so that it is fully focused on their needs. It is thus a question of mapping the whole of its path in order to identify the key stages allowing to optimize the process of contracting., whether it takes place online from a website, remotely by email or face-to-face.
Easily integrated into subscription, subscription or online sales services, the electronic signature allows the Internet user to sign very easily, so that the latter can focus only on the terms of the contract and not have to be concerned with the technique or the inherent regulatory and safety issues. The journeys can then be cross-channel and adapt to the context of the user who can sign at any time, whether the relationship started online or face-to-face.
It is the European eIDAS regulation which establishes a common basis for securing electronic interactions between citizens, businesses and public authorities. It is at the origin of three levels of signature (simple, advanced and qualified) implemented thanks to different electronic identification means capable of adapting to different uses and requirements. This flexibility is a guarantee of fluidity in the contractualization process.. To combine compliance, security and above all ease of use, publishers of electronic signature solutions demonstrate constant development allowing them to follow the evolution of technologies as well as those of behavior, which have undergone profound changes in recent months. .
The fluidity of 100% digital contracting processes
Whether it is the sale of real estate, a life, work or rental insurance contract, a few clicks are now enough to instantly formalize an online transaction.
Although invisible to the user, automation is at the heart of the contracting process: invoices, purchase orders, work contracts, customers or suppliers, the electronic signature adapts to the dematerialization needs of all functions (HR , legal, commercial, purchasing, etc.) and sectors of activity (banking, real estate, insurance, industry, etc.). The electronic seal, for example, offers the possibility of automating the entire invoicing chain with a saving of precious time.. On the other hand, a lawyer with a contract library can now fully dematerialize the contracting stage thanks to an electronic signature solution.
The fluidity of commercial exchanges based in particular on a 100% digital customer journey is a guarantee of customer satisfaction. In this case, the electronic signature turns out to be a real sales aid because the contractualization which could sometimes prove to be laborious then becomes disconcertingly easy for the end user.
But the issue of experience is not limited to the end user, the support functions that implement and use this type of solution must also benefit from a facilitated approach. Thus, the integration of trust services via API in a website or business software allows the various actors of the company to dematerialize and automate the key stage of contractualization, while guaranteeing the legal value of the contract. ‘a transaction.
Tomorrow, on the way to a “total experience”
In view of technological developments and societal changes which tend to accelerate, the user experience is becoming the cornerstone of interactions between companies, employees and customers in a world that is more digital than ever. The notion of “multiple experience” which requires absolute interoperability between organization and heterogeneous systems will move the lines even further so that the user experience is complete regardless of location, information channel or even point of contact.