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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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Making a will can be a painstaking and long process, which can consist of booking meetings with solicitors which can be expensive. Kwil takes the pain away by providing you with the tools that you need to create your will, without the expensive solicitor. Kwil also makes it easy to make changes to your will so if you need to add someone to it you can easily do this.
I was tasked with this project from the beginning, and was involved in the whole life cycle from empathising with the user all the way to working with the tech team to make sure it was developed as it was designed.
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.
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've just purchased your first house, which you are thrilled about. Now that you've made this big step you now want to create a will so that if the worst was to happen you could leave your new house and processions to a friend or family member".
"Using our prototype we would like you to follow the steps to complete your will. We would like you to think aloud when you're filling out all the information within the 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.
