The Closing Exchange

Customer Experience for one of the nations largest signing services company

Client

Roles

Business Design Workflow Analysis User Experience Design User Interface Design

Problem

Two of the largest notary signing services players merged to form The Closing Exchange (TCE). With new entrants gaining market share, TCE needed to bring a better customer experience to market by launching an innovative fintech SaaS platform.

A key challenge was leapfrogging TCE’s legacy workflows to design a platform that effectively solve customers’ needs while streamlining internal operations.

Process

We first led a series of discovery sessions with the executive team understand customer pain points, TCE’s workflows, and to define a product roadmap. We then facilitated co-design sessions around customer journeys to craft user experience wireframes and designs for TCE’s in-house developers.

As designs evolved, we shifted from a high-level strategic view to more tactical results, such as how to minimize the number of clicks and screens a user has to navigate. During development, we performed design tweaks to iterate the optimal product.

Lastly we led a rebranding initiative to strengthen TCE’s positioning in the market.

Results

  • Streamlined operations saving customer service reps time

The CXChoice platform launched to widespread positive feedback from customers on the user experience and look & feel. The platform has strengthened customer retention and new customer acquisition, attracting the countries’ largest lenders and title companies.

Customers and internal staff members are benefiting from a centralized dashboard that streamlines requests, assignments and order management for enterprise signing services.

Download our case study deck to see our work.