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Legalario

Legal Tech / Fraud — SaaS

Legalario Emails Case Study: Electronic Signature for Anyone

Email redesign for Legalario's e-signature platform. Previous emails looked like spam. We redesigned invitations, reminders, and confirmation.

Impact
+9% in Customer Love
Timeline
30 days
Legalario redesigned transactional email opened on an iPhone — Mexican SMB signer previewing the list of documents to sign with the multilingual notification template, the NPS-saving customer-success rewrite that replaced the legacy one-size-fits-all mail across LATAM

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 signing-invitation email preview on a phone — the redesigned e-signature request template with contract title, sender context, legal-validity copy and Firmar documento CTA, the first touchpoint between the Mexican SMB sender and the LATAM signer
Adventure

Defining top 3 challenges identified.

Signing invitation email on a phone over an orange background
Verification code email on a phone over a green background
Signed-documents confirmation email on a phone over a blue background

Our notifications must be as clear and understandable as the service they already use.

Three pillars we aligned on — Customer Success & NPS, Legal validity & Multilingual, Sign a document
  • 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 users 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.

Legacy Legalario emails — dated BBVA-branded verification code email and two phones with outdated invitation designs

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.

Design System iterations — help blocks, verification code email, AT&T email, and two-step signing instructions
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.

Hands holding a phone showing the signed-documents confirmation email in the final Legalario design
  • 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

Mass signing of documents — first version on a pink background vs. last version on a mint background

New

Explanation of documents required for signing

Explanation of documents required for signing — phone showing identification options and signing method preferences

Enabled for each customer based on their account settings.

New

Mass signing of documents for recurring signers

Mass signing of documents for recurring signers — a phone listing several pending contracts with a single sign-all action

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

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