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Legal Tech/ Fraud - SaaS

Legalario Emails Case Study: Electronic Signature for anyone

legalario first email

The first impression of a digital product influences 70% of the likelihood that the user will use your product.

We serve a wide range of users—from fast food chain waiters to investors who use Legalario—so invitations to sign are not always understood or trigger the main JTBD: signing documents.

  • Challenge

Universal notification: no technical jargon and easy to understand for any user.

As a general rule, any document signed with Legalario is legally valid. However, This essential rule is not clear to users who sign agreements through Legalario.

It is also unclear how to start signing a document, as the current emails look like spam.

I want to grow as Legalario
Results
  • +31% revenue (combining with Electronic Signature redesign)
  • +12% signed documents.
  • +9% increase in Customer Love.
The team
  • 2 developers .
  • 1 product designer by Comandos
  • 1 Customer Experience.
Legalario: Electronic Signature for anyone (Emails)
  • Adventure

Defining top 3 challenges identified.

legalario - top challenge for emails
legalario email problem: a notification that inspires confidence
legalario email problem: works in any segment
legalario email problem: Everyone understand what they need to do
Our notifications must be as clear and understandable as the service they already use.
Legalario - identify problems for emails
  • Customer Success & NPS: We work collaboratively between the Sales and Customer Success teams to understand how to optimize notifications and document signing invitations.
  • Legal Validity & Multilingual: 42% of user requested multilingual notifications.
  • Sign a document: 68% of users did not understand how to start signing a document.
  • Seeing the mountain

We understand that the current design needs to be updated.

We analyze the current experience end-to-end and see the need to redesign it from scratch. At the same time, development reports technical debt and unsupported use cases that we must address.

legalario emais legacy

We improved the usability and components of the Design System to enable rapid testing.

We leverage AB testing with short sprints to iterate quickly and improve conversion.

Legalario emails - improving design system components
  • Making top

A GREAT result in a very short time

Together with Engineering, we improved all notifications so that the Jobs To Be Done were clearer for our customers and users.

Legalario emails result
  • AB Testing with 50% of the customers: This wasn’t just an email redesign; it was a broader experiment that included backend services changes.
  • -37% support tickets: When a signing alert arrived, users didn’t understand the next steps and were hesitant to begin.
  • +6% referrals: Brand awareness for Legalario improved, resulting in more new leads.

We cover new use cases

The restructuring allowed us to identify frequent use cases in certain user segments that were not covered.

Mass signing of documents

Legalario emails - before & after

New

Explanation of documents required for signing

Legalario emails - documents required

Enabled for each customer based on their account settings.

New

Mass signing of documents for recurring signers

Legalario emails - recurring signers

Recurring signers no longer have to sign each file separately: they now see a list of pending files and can sign them one by one or all at once.

We made great progress in two sprints

legalario - icon charge

+31% revenue

In conjunction with the Electronic Signature project.

legalario - icon signature

+12% signed documents

By supporting three languages, our customers expanded their use of the platform.

legalario - icon message

+9% increase in Customer Love

The whole new process is incredibly easier for anyone to complete.