From about 8% to under 1%: redesigning a multi-role subscription workflow

CONTEXT
One review action asked for a small fix. Another erased every signature already collected. Nothing made them look different.
DECISION
Three releases made the difference explicit, surfaced status in the list, and named what was missing before it blocked.
RESULT
less than 1%
ORDERS RETURNED FOR ERRORS, FROM about 8%
about +20%
USER ADOPTION IN A YEAR
about 4x
FEWER SUPPORT CALLS
9 MIN READ · PASSWORD




