Sue.it app | App for Legal Tech
Sue it is an application that promotes out-of-court settlements between dissatisfied consumers and companies. The application allows the consumer to go from registering the complaint to the agile intermediation of out-of-court settlements. Through photos, videos, screen prints and messages exchanged with the company, the consumer proves his complaint and the lawyers proceed with the contact and attempt to reach an agreement with the company.
Development:abacomm
My role and responsibilities:
UX Designer | UI Designer
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Design of UX flows -
Creating wireframes, layouts and high fidelity prototypes -
Desk research, Interviews -
The problem
Many Brazilians do not know, but violations of consumer law can be dealt with extrajudicially.In this format, the solution is faster and better for the company and for the consumer. Most large companies have departments to handle this. What if, from an application, the majority of the population had access to a lawyer who could do the job of contacting the company and closing a deal quickly?
The goal
Create a "law tech" application that had a simple flow of registration and submission of evidences of wrong doing.This was a product that an already nervous and frustrated user would find. It was important to create an experience that dealt with the emotional side - the frustration - and the practical side of the issue - sending evidence of violation of consumer rights.
User personas
Through customer interviews and research on complaint and customer service websites, I designed the personas for the application. The clients were lawyers and had extensive experience in dealing with cases of violation of consumer rights. His expert vision helped model the first scenarios for the personas. Research on complaint and customer service sites helped to understand how consumers behave when they are frustrated with a purchase or service. As the demographic profile was very wide, we focused on the user's feelings and frustrations with the problem that would lead him to download the application.
User Flows
To determine the best user navigation flow within the application, I designed UX flows to determine the main functionality, inputs and interactions of users with the application. The flows detailed all the steps necessary for the user to go from the complaint to the closing of the out-of-court settlement, offering an overview of the scope of the project. This helped identify where the biggest obstacles for the user would be within the application and plan the interfaces accordingly.
Wireframes
Based on preliminary research, personas and user flows, I performed several iterations with clients and the development team to design the solution's wireframes. I started with Low Fidelity Wireframes to validate the application's flow of screens, data fields and information. As for the low-fidelity wireframes, we made navigable versions to test the usability of the interface proposal.
