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Deliverable 7 — Customer Signing Flow (Mid-Fi Mockup)

Four screens the customer moves through after the CSR sends a signing link. Designed to match the existing quinlanfabish.com visual language.
What this shows. These are the screens a parent sees after Marsha (or any CSR) builds their agreement in the Mega Tool and clicks Email & Send. Unlike today's self-serve flow where the customer picks the instrument themselves, the CSR-initiated path skips straight to review & sign — every field is pre-populated and the customer just confirms, signs, and (if payment was deferred) enters payment details. Layout uses the Q&F site chrome from the reference screenshots (red top CTAs, cream/red hero, right-side step rail) so the hand-off from MT back to the customer feels native.
1
Email — "Your rental agreement is ready to sign"
What the customer receives in their inbox right after the CSR hits Send. Links into the signing landing page.
Customer Screen
2
Landing & Review — Confirm Your Details
Customer arrives here from the email link. Everything is pre-filled from the Mega Tool. They can edit light contact info, but not pricing or instrument.
Customer Screen
RENT A BAND INSTRUMENT
RENT AN ORCHESTRA INSTRUMENT
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2 3

Review Your Rental Agreement

Emma Smith · Clarinet · Abraham Lincoln Elem.
Q&F

Marsha has prepared your agreement. Please confirm everything looks right, agree to the terms, and sign below.

Your rental at a glance

InstrumentClarinet — Student · Wood (QFRR)
Introductory period4 months @ $129.00/mo
Monthly rate after intro$59.00/mo
Rent-to-own term45 months
Maintenance & ReplacementIncluded — $6.00/mo
Supplies included todayJUNO Reeds · Maintenance Kit
Due today$187.54

Personal Information

Emma Smith
6th · Beginning Band
Becky Smith
(708) 555-2319
becky.smith@email.com
1425 Oak Park Ave, Berwyn, IL 60402
School delivery — free

Need to change the instrument, rental plan, or pricing? Please contact your Q&F rep — those changes have to be made by staff.

3
Terms, Signature & Payment
State-specific legal terms (IL template here), e-signature pad, MNR opt-in/out, and payment entry when CSR chose "defer to customer".
Customer Screen
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RENT AN ORCHESTRA INSTRUMENT
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4 5 6

Rental Terms & Signature

Illinois rental agreement · Emma Smith · Clarinet
Q&F

Rental Terms & Conditions

Rental Plan

I would like to rent the musical instrument described above. I hereby deposit the sum of $129.00 (initial rental period) and agree as long as I keep the instrument to pay the further sum of $59.00 (monthly fee plus $6.00 M&R coverage) on day 7 of each month commencing July, 2026. I reserve the right to return said instrument on or before the monthly payment day of any month after the initial rental period thereby canceling the agreement.

Communication

By providing a phone number and/or email address, I understand that Quinlan & Fabish may use those methods to communicate with me.

Option to Purchase

Instrument may be purchased at any time after the initial trial period. All rental fees will apply. After the initial trial period, the instrument may be purchased on the Monthly Rental Payment plan. An early payoff discount of 25% is available anytime on the outstanding balance.

Maintenance & Replacement Coverage

The instrument will be replaced with one of equal quality at no charge in case of loss by fire or theft.

REPAIR: Any major damage and breakage on the instrument will be restored to perfect playing condition, including replacement parts.
SERVICE: All adjustments and repairs will be made to keep the instrument in proper playing condition.
REPLACEMENT: Should the instrument be damaged beyond satisfactory repair, it will be replaced with one of equal quality.

I DO desire Maintenance and Replacement coverage. (Shown in the monthly figure listed above under Rental Instrument Information.)
I do NOT desire Maintenance and Replacement coverage.
I agree to the rental agreement terms and conditions.

Signature

Clear Becky Smith
7/1/2026
The name you type must match the name on your Q&F Web Account. If it doesn't, your account will update to match.
I understand that by typing my name in the box and clicking continue that I am electronically signing this document/contract and understand its terms and conditions.

Payment — Due Today $187.54

Use this same card for my monthly rental payments after the intro period.
4
Confirmation & Next Steps
Customer sees their signed agreement is complete. Download link for PDF. Clear guidance on what happens next. Account portal link.
Customer Screen
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7
✓

Your rental is all set!

Agreement #2026-BR-4417 · Signed 7/1/2026 at 2:26 PM · Confirmation emailed to becky.smith@email.com

What happens next

  1. Your instrument is being prepared. Emma's clarinet will ship to Abraham Lincoln Elementary by 8/26/2026, before the school year starts.
  2. Your first monthly payment of $59.00 will be processed automatically on 11/7/2026 (after the 4-month intro period) to the card ending in ••••4719.
  3. Need to update anything? Sign in to your Q&F account anytime to view agreement details, update your payment method, or download a fresh copy.
  4. Questions? Reply to the confirmation email or call us at (708) 246-0020.

Open Questions — Customer Mockup

These questions are about what the customer actually experiences — tone, copy, and behavior. They pair with the architecture questions in Deliverables 1, 2, and 6.
1
Should the email come from a named CSR or a generic brand address?
Context The mockup shows noreply@quinlanfabish.com. Nicole's phone-rental doc implied the CSR often has a rapport with the parent by the time they send the link.
Why it matters A named sender ("Marsha from Q&F") dramatically increases open and completion rates for e-sign flows — but it also invites direct reply-alls and creates an expectation that Marsha owns the whole relationship. A hybrid is common: friendly From name but reply-to inbox routes to a shared queue. Needs a copy-and-operations decision, not just a design choice.
Raised by this mockup; related to Deliverable 1 "Send signing link" step.
2
How much can the customer edit on the review screen?
Context The mockup locks instrument, pricing, and plan — but lets the customer add a second parent/guardian. Everything else pre-filled is shown as editable in the UI but treated as read-only.
Why it matters If they can edit an address, that pushes a change back to AIM after the MT → AIM sync is already done, which means Deliverable 2's "contact info system of record" question has to be resolved before this screen ships. If we keep everything locked and force them back to the phone for corrections, completion rates drop. A middle ground: editable contact info (phone, email, secondary parent) but locked pricing/instrument.
Ties directly to Deliverable 2 unresolved contact-ownership rows.
3
What's the exact copy for "I can't sign right now"?
Context The secondary button pauses without canceling. Today's signing-link systems usually just let the user close the tab and come back — an explicit "pause" button is unusual.
Why it matters This button could prevent abandonment panic — parents who think they have to finish right now often abandon entirely. But it could also be misread as "cancel the agreement", which is a very different action. Worth A/B testing the copy; simpler answer is to remove the button and rely on link persistence (7 days, then resend). Marsha's team will have strong opinions here because it affects phone support volume.
Raised by this mockup; no prior discovery reference.
4
Are state-specific terms shown inline or as a download?
Context The mockup shows terms in a scroll-box on the page. Some legal-sign flows prefer a "download PDF" button instead.
Why it matters Inline scrolling lets you measure whether the customer actually scrolled to the bottom before signing — this is useful evidence if the agreement is ever disputed. PDF-download-only makes the page cleaner but you have no way to prove the customer opened the file. Best practice is inline + optional download link + require-scroll before the sign checkbox becomes active. Also: if we ship three state templates (IL, IN, MI), they need to be visually identical in the signing UX so CSRs aren't confused about which one they're looking at.
From 3/30 meeting — state-specific templates were a recurring topic; also Deliverable 1.
5
Should the signature be typed, drawn, or both?
Context The current Q&F site uses a typed signature (screenshot "Screenshot 2026-03-04 at 2.08.06 PM.png"). The mockup keeps that pattern but shows a placeholder visual. SignNow supports both.
Why it matters Typed is frictionless but "feels" less binding to some customers — particularly older parents. Drawn (touch/trackpad) signatures look more real but fail a lot on desktop. Best practice is typed primary, with drawn as a fallback option. Need to also confirm what SignNow replacement (if any) will generate the legal artifact.
From 3/30 meeting — SignNow-specific flows (EMA/1st Chair/Opus) stay on SignNow; core rental moves in-house.
6
Is the payment section hidden when CSR already captured payment?
Context Screen 3 shows both signature AND payment. When the CSR uses "Capture now" (Deliverable 6 Screen 4), payment is done and this section should vanish.
Why it matters If we hide the payment card entirely, the customer can't verify what card will be charged — which triggers confused phone calls ("am I going to get charged twice?"). If we show it read-only with "paid by Marsha on 7/1/26" next to it, the customer is reassured. This is a 10-minute design decision but it has real support-call implications. Needs Marsha's input based on which question parents actually ask at this moment.
Mirror to Deliverable 6 Question 6 (capture now vs defer).
7
What does "View in my account" actually show if they don't have a portal login yet?
Context If the customer was "claim AIM account" in Screen 2 of Deliverable 6, they have an AIM record but may never have created a Q&F web account. Clicking "View in my account" should either land them in the portal (if they have one) or walk them through creating a password.
Why it matters The 3/30 meeting surfaced confusion about portal account creation — some parents who've rented for 3 years have never logged in. This is our chance to capture them into the digital portal, which is what Deliverable 5 (customer reprint) depends on. Friction here means fewer future self-service reprints. We should consider auto-creating a password-setup token and baking it into the confirmation email.
Connects to Deliverable 5 (portal reprint assumes a logged-in customer).
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