#UX#UI#Redesign

Contract signing redesign

The checkout-process through which customers can purchase a new heating system with heating installation Start Up Thermondo online was limited technically and usability-wise. The redesign included the extension of the web app and making this step of the customer journey a mobile friendly, brand consistent and affirmative experience.

Realisation	My Role	Team
June - November 2019	UX / UI designer	product owner, frontend developer, UI / visual designer

Realisation
June - November 2019

My Role
UX / UI designer

Team
product owner, frontend developer, UI / visual designer

About

Challenge

The redesign was part of the company’s overall digital first and service design approach to craftsmenship services. It involved evaluating and rethinking a particular step of the customer journey: the moment the customer confirms the service contract offered to her or him digitally through an online signing web app.

The problem was that not all types of contracts the company offers could be signed online yet. The old app in place was also not responsive and its design was based on outdated print versions of the contracts. These were all factors stopping the customer from signing online. Instead many customers still signed on paper and send the printed PDF via snail mail.

Solution

The redesign included the extension of the web app to all types of contracts. It was rebuilt as a modular app and now based on reusable components. Usabilitywise we made sure this step of the customer journey was now mobile friendly, brand consistent and overall an affirmative experience for the customer.

User needs and business goals

To measure and describe the overall impact and success of the design efforts we kept in mind the following business metrics and user data concerning the "sign contract" customer touch point.