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Legalario

LegalTech / Fraud — SaaS

Legalario Case Study: 99% E-Signature Completion

Product design for Legalario's electronic signature platform. Achieved 99% completion rate, +24% NPS, 4 biometric models and iBeta.

Impact
99% completion rate
Timeline
6 months
Legalario mobile e-signature success screen on iPhone — legally valid electronic signature captured end-to-end with biometric face scan, held in-hand by a Mexican SMB operator closing a contract outside the office, the redesigned LegalTech flow that replaced print-and-scan notarised paper across LATAM

Sign documents electronically with legal validity on any device. Our goal is to democratize legally valid electronic signatures: accessible to everyone, on any device.

Challenge

Improving an existing product

Properly defining the problem was tricky. We focused on the following question: How will we know that we are creating value? As a general rule, any document signed with Legalario is legally valid.

I want to grow as Legalario

Results

  • 99% completion rate.
  • +24% in our NPS.
  • 4 new biometric models implemented.
  • iBeta Certification.

The team

  • 5 developers
  • 1 product designer by Comandos
  • 1 Customer Experience
Adventure

Defining the top 3 challenges considering business and user experience

Legalario user research — 25+ conversations with customers and users around electronic signing

After 25+ conversations with customers and users.

  • Support low-end devices : Currently, support is optimized for mid-range and high-end phones.
  • Signing documents with low risk of fraud : Implementing biometric models with AI-powered anti-fraud support.
  • Anyone can understand : how to sign a document without outside help.
Seeing the mountain

We identify problems by segment

First, we analyze the entire current user experience.

Legalario legacy flow — identity recognition in process screen
Legalario legacy e-signature flow — draw-your-signature step inside a cramped finger-stroke rectangle on mobile, the pre-redesign UX that confused Mexican SMB signers and leaked drop-off before the Comandos rebuild
Legalario legacy e-signature flow — contract preview rendered inside a zoomed-out browser frame on a phone, the low-confidence final review step Mexican signers had to accept before the new design moved it to a full-screen reader with biometric confirmation

Net Promoter Score

  • 57% of users : indicated that their low-end phones do not have support.
  • 26% rate the document : signing service with 3 stars.
  • 10% of users : do not understand how to start signing from the invitation email.

Interview with users

  • I don't feel comfortable signing any documents.
  • Is it legal : to sign documents electronically?
  • I have large-scale hiring processes : How can I protect myself against identity fraud?

We redesigned everything FROM SCRATCH based on feedback from our users.

We took the opportunity to define a more modern, browser-oriented technology stack and move away from legacy architectures.

Legalario redesigned v1 — contract preview and identity capture on mobile
Legalario redesigned v1 — facial biometrics and handwritten signature on mobile

Testing the entire product before the first deployment

End-to-end testing — desktop identity picker and 30+ facial recognition models with fraud detection
Face-mesh biometric validation — profile view with face-scan overlay on a phone
Making top

We take all the insights and create something unique.

We support several complementary use cases with new biometric validations based on artificial intelligence.

Signed Document

Signed document before-after — legacy preview screen vs. new success confirmation with Legalario product card

Biometric Verification

Biometric verification before-after — basic camera step vs. guided face framing with clear feedback

Instructions for signing documents

Signing instructions before-after — dense legacy instructions vs. illustrated user-friendly identity capture

We implement Passive Life Detection.

Only body movements are necessary.

Passive life detection — four selfie frames capturing natural body movements to prove liveness

Proof of Life: Text to Speech

Proof of life with text-to-speech — three selfie frames prompting the user to read a phrase aloud

New service implemented.

We achieved in six months what seemed impossible.

99% completion rate
+24% in our NPS
+31% signed documents

4 new biometric models

Implemented with AI-powered anti-fraud support.

iBeta certification

To verify the authenticity of the person signing the document.

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