Legacy Management - UX for critical flows

Designing an accessible experience for sensitive decisions

01 - About

About the project

Context

This project involves a B2C mobile app focused on legacy planning and managing essential documents, such as wills, final wishes and critical information for family members.

Context

This project involves a B2C mobile app focused on legacy planning and managing essential documents, such as wills, final wishes and critical information for family members.

Challenge

The main challenge was to turn a complex and emotionally delicate topic into a clear, safe and accessible experience, without trivialising the content or overwhelming the user.

Challenge

The main challenge was to turn a complex and emotionally delicate topic into a clear, safe and accessible experience, without trivialising the content or overwhelming the user.

Approach

I opted for a gradual evolution strategy, distinguishing real usability problems from learned behaviours, with strong technical alignment and continuous validation with experienced users.

Approach

I opted for a gradual evolution strategy, distinguishing real usability problems from learned behaviours, with strong technical alignment and continuous validation with experienced users.

02 - Decisions

Key Design Decisions

Accessibility as the foundation of the product

The choice of colours and typography was guided by accessibility studies, ensuring contrast, readability and visual comfort, especially for older users or in stressful situations.

Impact

More comfortable reading in different contexts, reduced visual strain, and a stronger perception of the product’s care and reliability

Structure and navigation as a priority

Before working on the final visual design, the experience was structured around the information architecture and the main flows, ensuring clarity and predictability.

Impact

Reduced cognitive overload on data-heavy screens; users found it easier to understand what to do at each step, and flows became safer and less prone to errors.

Guided exploration of visual directions

Different visual directions were explored and validated with the client, always respecting the product’s sensitive tone and its pillars of safety and seriousness.

Impact

Faster alignment with customer expectations, a warmer and more professional-looking interface, and less rework in the later stages of the project

Organisation of information to reduce emotional load

Information architecture was designed to handle a large volume of documents without overburdening the user, taking the emotional context of use into account.

Impact

A more predictable and understandable experience, reduced anxiety while using the product, and greater user confidence when handling sensitive decisions

03 - Context

Result

The project resulted in an application:

Visually consistent and professional
Accessible and easy to navigate
Able to handle a large volume of information
Aligned with the product’s values of safety and trust

The client highlighted positively the clarity of navigation and the organisation of information, critical points for the success of the product.

04 - Impact