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"The UK's top rated online will writing service."
Rated 4.9 / 5 based on 732 reviews.
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Getting started
Every project requires a well-defined process, and this one was no exception. We adhered to the principles of the design thinking process, an ideology that priorities placing the user at the forefront, also known as user-centered design. This ideolgy has 6 main steps to follow but by no means is this a lineal process it's often thought of as cyclical.
Kwil has modernised wills in the UK, and provides you with the ability to make your own will easily. The main scope of the project was to produce an online solution for the out dated will writing process. The user is taken through a series of steps, filling out their details along the way to complete their will.
Once the user has paid for their will, they can make unlimited changes. The user also has access to a virtual lockbox, which they can store personal details in that will be useful for the executor to know once they have passed.
step 1
Will writing has always been seen as a long process, which involved going to the bank or visiting a solicitor. One of our biggest challenges was to make this time consuming and expensive process into an engaging, dynamic digital solution.
Creating a will is one of the most important forms that a person has to write. This process is normally completed by visiting a trustworthy solicitor who guides you through the process. It can be a daunting process to complete a will online so we were faced with the following questions that the user will face:
I created a user friendly step by step process which is easy to follow, taking the user through the same process they would do with a solicitor.
As for the security we re-assured users by informing them that we use 27001 and SAS70 Type II certification and have vast experience with managing large scale data centres.
Trust is always an issue when it comes to users entering sensitive information about themselves. We overcame this by getting as many trust pilot reviews as possible and now Kwil is the UK's top rated online will writing service.
I led the Product Design - User Experience (UX) and User Interface (UI) - of this project. I worked closely with the development team, the marketing team and also the stakeholders.
step 2
This step helped ensure that the design solution(s) were user-centred and aligned with the real needs and goals of the people they are designing for. We used this step for framing the design problem and ensuring that we had a clear and shared understanding of the user's needs and the issues at hand.
step 3
This step was the creative part, where user journey's were defined, and where potential wireframes of solutions were produced along with brainstorming different ideas.
step 4
Once I had produced some wireframes and shared them with stakeholders for feedback, I begun to make these ideas into a Axure prototype. I wanted to create as real experience as possible for user testing, so that I could really study the user's behaviour when interacting with the tool.
step 5
One of the most important steps in my opinion and one of the most enjoyable. For this exercise I decided to user test in person to really study the user's behaviour to identify any flaws or sticking points within the user interface.
We recruited five users to test the prototype, mainly users who had just had a change in their life such as purchasing a new property or having a child. We conducted the user testing sessions in the office individually. We set the users a task to do and asked them to think out loud when completing the task.
"You need to create your own will, choose your executor, share out your estate evenly using out prototype"
"The process is really simple, but I did have trouble with sharing my estate, I think this could do with a bit more explanation".
"I felt the process was easy and liked the step by step modules which made it clear what needed to be done at each stage".
"When on the menu screen I was unsure if I had completed a step or not, I think this needs to be clearer".
step 6
I scheduled in a final run through with tech, just to make sure they were clear on the detail of what they were meant to be building. We had previous run throughs with the tech team to show them the prototype so this was just a final check to make sure they had everything that they needed.
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