The first digital solution for service of process.
One way or another
One of the greatest challenges for a process server is reaching the defendant to deliver documents. If the defendant isn’t available, the courier must keep trying until a person-to-person delivery can be made. ABC Legal's eDelivery product allows for digital, contactless service after the first delivery attempt. Couriers can leave a note with a QR code and link to the ABC Legal portal, where the defendant can accept their documents online without a physical delivery.
MY ROLE
Product Designer
COLLABORATIONS
Developers, Product Manager, Operations
TIME
4 Months
IMPACT
- Increased digital document collection conversion rates - Shortened life cycle of deliveries - Decreased non-serve rates
Problem
Users are hesitant to provide their personal information for verification to receive their documents digitally, preventing digital delivery and causing couriers to make more attempts.
Solution
We improved the portal's interface with elements that encouraged legitimacy and trust such as an interactive timeline of the process for transparency and iconography that creates a sense of security.
You Can
Trust Us
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Summary
I identified patterns and UI treatments from existing products that request Personal Identifiable Information (POI) that made it feel safe:
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alleviate expectations with a clear process
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Flexibility to navigate around the process to allow reassurance and validate any issues
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Symbolic iconography and proper branding to establish credibility
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Visitors trusted the eDelivery portal to be credible and safe, decreasing the drop off rates from 38% to 15% in a two week tracking period.
Increased Conversion Rates
Jobs were more likely to be completed at a rate of 15% with defendants not needing to receive physical contact from a process server.
Improved Delivery Rates
Next Project
Because digital delivery prevents servers from having to make several attempts to (ideally) a singular attempt, it cut down time to complete the service.
Shortened Delivery Time
The interactive tracker UI was translated to the checkout experience for placing a service of process order and service updates on our Customer platform.