ROLE
Product Designer
LAUNCHED
September- January 2023/2024
SCOPE
Responsive Web Application
OVERVIEW
In Australia, there exists a significant gap in services catering to individuals seeking to locate the wills of their deceased loved ones. This absence of a dedicated solution creates frustration, uncertainty, and delays in the execution of estates, often leading to emotional distress and financial complications for families.
Australia's first
Consumer will register
20 orders
Placed in first seven days
85%
of users reported a positive experience with the ease of finding a will.
What was wrong?
The primary challenge addressed by Will Trace is the lack of a centralised, user-friendly solution for locating wills. Key issues include:
Complex and Time-Consuming Searches: The process involves navigating various legal and institutional channels.
Limited Accessibility: Those unfamiliar with legal procedures face difficulties.
High Emotional and Cognitive Stress: Individuals dealing with the death of a loved one experience added stress.
What were our goals?
COMPANY GOAL
Build trust in Will Trace by upholding high standards of data security and customer support. Expand the user base and drive revenue through a sustainable model that includes subscriptions, premium features, and partnerships with legal professionals.
PROJECT GOALS
Simple Searching: Create an easy-to-use platform for quick will retrieval.
Educate Users: Offer resources to guide users through will discovery and management.
Make the design accessible for all: These searches will be accessed by everyone so we needed to make the design accessible for all groups.
Monetisation strategies: Create a fair an competitive monetisation strategies
Investigative search problems
Users had to wait on law firm to approve
There were a number of problems with the investigative search flow. As it could take two weeks and the possible firm may not have any data on the will I needed
Billing had to be split in to two different stages
First, a non-refundable deposit had to be communicated clearly. Second, the final payment was required to view the results once they were available.
Email chain
Emails were crucial for keeping customers who purchased the investigative search informed about the status and updates of their order.
Okay, so what works and what doesn't?
Enter... research. I strongly believe in research. It is transformative for the organisation, the product, and the business. We found some key insight when testing.
Users found the pricing structure too steep for their budget.
Users felt the process was too long, but they understood the reasons behind it.
Users could navigate easily to each task with no ambiguity.
Users felt the site lacked authenticity and came across as cold.
Users were unclear about what they would receive once they placed their order.
Five testing sessions, ten design feedback sessions…You end up with something like this
The final design featured many easy-to-use features, including:
An easy-to-use searching and ordering system
Direct and deliberate messaging about the investigative search process.
Clear and intentional messaging about the investigative search process.
Sample PDF available before ordering.
Competitive and transparent pricing
Conclusion
Will Trace has successfully addressed a significant gap in the market by providing a comprehensive, accessible, and user-friendly solution for will tracing. By focusing on the needs of everyday people and ensuring accessibility for all users, the platform has set a new standard in will management and has made a challenging process more manageable and less stressful.