JOT External Signing Integration
(CASE STUDY)
PROJECT VISION
The goal of this initiative was to integrate JOT directly into Ignite the primary escrow management platform, enabling Escrow Officers to schedule appointments with external notaries without leaving the system.
Defined UX problem statement
Conducted stakeholder interviews
Created journey maps
Designed end-to-end workflows
Built wireframes & high-fidelity prototypes
Collaborated with engineering on API feasibility
Conducted design QA in test environment
Ensured accessibility and consistency with design system
Role: Lead UX Designer
Product: Escrow Platform
MY CONTRIBUTION
MY ROLE
Discovery and Research
PROBLEM STATEMENT
Escrow Officers (EOs) were relying on third-party platforms like Snapdocs to schedule external notary appointments. This created several challenges:
No single source of truth between systems
Time-consuming multi-system workflows
Higher operational costs
Inefficient fee calculations
Poor visibility into appointment status updates
EOs had to switch between systems, manually reconcile data, and work within rigid third-party product packages.
Stakeholder Interviews
I conducted user interviews with Escrow Officers to uncover insights and understand their perspectives.
I conducted conversation with 4 participants using usertesting.com
Key Findings
Currently, Escrow Officers begin the file creation process in the main application, but they must then switch to Snapdocs, an external platform, to create and manage the appointment. After completing the appointment setup, they have to navigate back to the main application to manually update the file status and related details. This fragmented workflow creates unnecessary back-and-forth between systems, increases manual effort, slows down task completion, and raises the likelihood of missed updates or human errors.
Business Goals
Reduce third-party licensing costs
Increase operational efficiency
Provide pricing flexibility
Improve data consistency
Enable real-time status updates
Centralize document management
Current Journey Mapping
Login main escrow app and start the task
Switch to Snapdocs
Create and manage appointment
Navigate back to main app to manually update status
Future Journey Mapping
JOT API integration in EO(Escrow Officer) application in appointment tab
Create appointment by selecting parties, date, time, signing type (JOT), and signing location (branch, property, or custom address).
Assign notary by auto-assigning (OfferBot) or pre-selecting a preferred notary, including language preference.
Customize appointment with add-ons, fee adjustments, notes to notary, document return options, delivery address, and upload required documents.
Submit request
IDEATE and CREATe
Low-fi Wireframe
Based on research insights, I designed the layout to align with user needs, improve usability, and create a more intuitive user experience.
High-fi Wireframe
Once the initial low-fidelity wireframes were shaped and aligned with user requirements, I collaborated with the team to review and validate the approach before moving into high-fidelity designs. This helped ensure alignment on functionality, user flow, and business goals early in the design process
Improvement and Impacts
Prototyte
Then, I created a clickable prototype to showcase the user flow and overall experience, allowing stakeholders to review interactions and provide early feedback before the final design handoff to developers for implementation.
After
Unified Ignite workflow
Dynamic fee engine
Real-time status updates
Cost savings
Full reporting dashboard
Before
Multiple systems
Manual fee logic
Rigid pricing
Poor visibility
Higher cost
Before vs After (Experience Shift)
