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

  • Conducted user interviews with Escrow Officers to understand their workflows, pain points, and needs.

  • Interviewed 4 participants through UserTesting.com to gather qualitative insights and identify usability issues.

  • Used Microsoft Copilot to analyze interview transcripts, summarize key findings, and generate research recommendations.

  • Combined AI-generated insights with manual analysis, helping accelerate research synthesis and inform design decisions.

Persona Creation

To ensure the solution addressed real user needs, I created a primary persona based on qualitative user research.

  • Observed how users completed key tasks and documented their end-to-end journey, identifying inefficiencies caused by switching between multiple systems.

  • Analyzed interview notes and research findings to identify recurring patterns, behaviors, motivations, and unmet needs.

  • Synthesized the research into a representative persona—Roxanne Riviera, an experienced Escrow Officer—capturing her:

    • Background and experience

    • Goals and motivations

    • Technical proficiency

    • Pain points and frustrations

    • Desired outcomes (gains)

  • Escrow Officers initiate file creation in the main application but must switch to Snapdocs to schedule and manage appointments.

  • After completing the appointment in Snapdocs, they return to the main application to manually update file status and related information.

  • Frequent switching between applications creates a fragmented and inefficient workflow.

  • Manual updates increase effort, slow task completion, and introduce opportunities for missed updates and human error.

  • The disconnected experience reduces productivity and impacts overall operational efficiency.

Key Findings
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
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 user research findings and collaboration with cross-functional stakeholders, a decision was made to integrate the appointment creation feature directly into the Escrow application, eliminating the need to switch to an external platform. To improve discoverability and streamline the workflow, the new Appointments tab was placed alongside the Tasks tab on the landing page.

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

Design System

I applied the FA Design System tokens throughout this design to maintain consistency across colors, typography, spacing, borders, shadows, shapes, and the overall visual language.

Design SPECIFICATION

I have completed and shared the detailed design specifications with the developer to support the implementation process. The specifications include comprehensive UI redlines, layout measurements, spacing, typography, color tokens, component behaviors, interaction states, responsive guidelines, and accessibility considerations

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.

JOT - PROTOTYPE

Improvement and Impacts

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)

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