We were using this eSignature SaaS for collecting signatures from customers.
One day, a key user came to me to say that users were complaining because they had to fill-in a long identification form before they could sign the contract — which makes sense because all that information would be added to the contract itself.
— “Ok, what if we change the workflow and require customers to create an account with us that’d keep their information, so the next time they wanted to hire us, the contract would come out pre-filled with signing parts identified? We would have to fill in the scope of work only.”, I asked.
The response was positive.
So we developed and implemented the new workflow. Now, new contract issuing time is cut to a half.
And now we have another problem: some customers complain that they can’t create an account because “this account creation and email thing is too hard”.
Yes, users are no longer used to creating their own accounts, nor using email. We had spoiled them so much with this “frictionless” craze over the years that we ended up dumbing down the average user.
At the time of this writing, early 2025, people say it’s going to be the year which AI agents will hit mainstream.
No doubt they will.
— “Please, sign-up to this online service for me and then book me at 9PM tomorrow. Thanks.”, would say the user.
We are so cooked.