Company: LawDepot
Team: Product Owner, Developers, UX Researcher, Content Writer
Role: UX/UI Designer
Methods: User Flows / Wireframing / Mockups / Responsive Design / Prototyping / UI Design / UX Design / User Research
Timeline: 2024 Q1
Summary
LawDepot (a leading global SaaS in legal tech) offers an affordable solution for individuals and small businesses, providing an easy-to-use platform to generate customized legal documents and forms. Their digital product caters to various legal needs, aiming to make the legal process more attainable for those who may not have the resources to consult directly with lawyers. Without signatures, it wouldn't make any legal document official and requesting electronic ones makes it more convenient for all.
Prior to this new feature, there was an MVP launched for eSign, however it was a poor user experience therefore not adding much value to the company. A revamped version of eSign was shipped end of 2023 and soon after I spearheaded the opportunity to optimize the mobile experience for our users since it was non-existent.
Goals
• build a functional and optimized mobile experience
• increase number of eSigned documents
• increase revenue from eSign conversion funnel
Process
Competitors
Looking at the userflows of our competitors was vital in seeing what the expectations of a good eSign would be and how we can be better. We focused at looking at DocuSign and Adobe Sign, since they are established in the industry.
User types
Document Owner
This user type owns the LawDepot document and signing is optional. They have full control over editing the document. Examples: Landlords and or business owners
Recipient
This user type will always be requested to eSign the document. Examples: Tenants and or customers
Iterations
I had started with how the desktop version of the eSign experience would behave when you shrink it to tablet and mobile size. Problems quickly became apparent: cluttered UI and panel collapsing logic.
Validation
I worked closely with my UX Researcher to create preference test to help validate the direction of the mockups I had created. Unfortunately, I don't have the details to share, but Option A is ultimately what won.
Our Approach
Userflow: happy path for the Document Owner
Mobile Specific Components
It was necessary to create new variants that made the mobile experience better. We considered how the behavior, timing, and interface would be different than on desktop.
Impact
Increased
completion rate for mobile users
Increased
projected yearly revenue
0–1
responsive experience shipped
responsive experience shipped
Increased
amount of mobile users (matching desktop users)
What I Learned
Product Mindset: A bandaid solution for not having an optimized mobile experience is to display a message that triggers on smaller screens that says "for a better eSign experience, please move to a desktop" (which is not rare to see nowadays). This was an option I pitched to the eSign team in case we didn't have the capacity to work on this project.
Mutual Respect: Building trust and respect is vital for any team to succeed and sustain. I once again, loved working with my developers because the team fostered competency, curiosity, and positivity.
Pay Walls: It was bothersome to get stuck behind a paywall while researching other eSign competitors. Maybe the days of freemium access are slowly fading away. I had to fill in the blanks with demo tutorials of their products, or make assumptions on what would be expected.