Fraud - SaaS
An emails if often the first impression of a product
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.
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.
- Adventure
Defining top 3 challenges identified.
Our notifications must be as clear and understandable as the service they already use.
- 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.
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.
- 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.
- 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
New
Explanation of documents required for signing
Enabled for each customer based on their account settings.
New
Mass signing of documents for 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
+31% revenue
In conjunction with the Electronic Signature project.
+12% signed documents
By supporting three languages, our customers expanded their use of the platform.
+9% increase in Customer Love
The whole new process is incredibly easier for anyone to complete.
We make possible,
What seems to be impossible
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