Legacy paperworks made simple

Shared Affairs is an online tool for customers to securely store their legacy documents, funeral wishes or final messages before they pass away. I was responsible for developing a user experience strategy and digital experience after their first MVP launch.

METHODS

Sketching, Wireframing, Prototyping, Usability Testing

Role

UX Designer working closely with the founder

DURATION

September 2020 – Ongoing

Problem

Molly, an entrepreneur and mother of 3, needs a secure and easy way to share her will and other important documents.

How might we make legacy paperworks easy?

1/ Research and discovery

User research

The team already had received good insights and knowledge from their users. Initially they focused on building their platform for desktop, however after conducting user interviews, we discovered they were mobile first. Following user interviews and early stage usability tests, they concluded the platform was too complicated for users and the experience needed to be reviewed (especially for mobile).

Shared Affairs platform before

Competitors

There are two direct competitors on the UK Market: Farewill and Beyond. Both of which offer legal advice, which is not part of Share Affairs services. Shared Affairs is a free platform to use.

Persona

I gathered all the pain points of current users and created a persona: Molly.

Portrait of a woman


Molly, 47, entrepreneur

"I’m concerned my children will struggle with my legacy. I’m scared it will cause them trouble and pain.”

Stories and Scenarios

Molly is a busy women who ran her own business. She has a big family with three children, a loving husband and a dog. She possesses a couple of properties in the UK. She just created a will with a solicitor but feel overwhelmed with all the other things that she would leave behind her. She would also like a special funeral arrangement and wish someone knew her wish.

Frustrations

She sees legacy paperworks as something boring and frightening. It's paperworks for her and don't really want to think about it but she knows she has to. She is scared her family will struggle with her legacy if something happens to her.

Needs and Goals

She would like a place where she can store all her legacy information and leave messages for her love ones if anything happens to her.

Tech skills

Confident, Mobile first

2/ Product and 
design decisions

First iteration

After creating different rough wireframes and sketches for both mobile and desktop, I used Figma to create a first prototype of the internal pages of the webapp. I added a splash of orange to bring some warmth to a hard topic. In this first phase, I kept the structure of the previous interface but bringing a dashboard feel.

First iteration

Feedback

After gathering some user feedback, we agree to drop the word “vault” to the title. It helped considerably to simplify the user interface

3/ Refining

Usability testing strategy

The founder and I agreed that following the initial prototype, we would begin usability testing. Our first round of testing began with five users that matched the characteristics of our persona, Molly. Following the feedback, we made iterations to some of our design elements. For example, our tested found the folders within platform too complicated with multiple features. This was causing a lot of confusion and not helping us achieve the main goal to make legacy paperwork easy.

Back to the drawing board

Bearing the feedback in mind, I went back to the whiteboard to iterate my sketches. The home page became even less cluttered with only the essential information. Vaults had been renamed to folders to cause less confusion and users were able to store content in a secure place until the time was necessary for it to be accessed.

4/ Iterate

Usability testing

After making significant progress in the design, we decided to use Maze to get fresh feedback from users. We tested every 2 weeks on 10 users from an age range of 45 to 60 years-old from different background. The aim was to know if the user gets what is Shared Affairs and if they navigate easily from a page to another.

Heatmap with two tasks: 1/ to fill in a funeral arrangement and 2/ to create a new wish

Take away

The result were incredibly positive. On the first round, 6 out of 10 users completed all the tasks, with a deep understanding of the platforms purpose and an enthusiasm to use it in the future. We also discovered some areas for improvement. E.g. when a user fills in their information, they would prefer to decrease the number questions or go back to it later with a “save and exit” button.

"This could be a very valuable tool for people, making it easier on loved ones after a death in the family."
George, 57


"I would love to use a website like that as I have nothing saved or shared in case of emergency"
Patrick, 54


Next steps

Next steps would be to collect feedbacks after the deployment of the new website and iterate again.
The "Shared with you" page needs to be tested again to see if it's the best way to display the information.

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