14:58:01 UTC
Simplifying Legal Services Through a Chat-First Platform
Designing a human-first, scalable platform that simplifies documentation, registrations, and compliance for individuals, businesses, and service partners across India.
Industry
LegalTech - B2B
Business Type
Web Application
Year
2026
Visit Website
Context
ECREGI was built to simplify how individuals and businesses handle legal documentation, registrations, and compliance in India. Most people struggle with unclear processes, offline dependencies, and lack of visibility. The goal was to create a single digital platform where users could request services, communicate with professionals, upload documents, make payments, and track progress without confusion or repeated follow-ups.
Problem
People faced fragmented experiences across agents, phone calls, and WhatsApp messages with no single source of truth. Service timelines were unclear, documents were lost or duplicated, and payment stages caused delays. Associates struggled with unclear assignments and overload, while officials had limited visibility into operations, payouts, and performance. Trust and transparency were the biggest gaps across all roles.
My Role
As a product designer I was responsible for defining the end-to-end experience across client, associate, and admin flows. My role included research, UX strategy, wireframing, interaction design, and usability validation. I closely collaborated with engineering team to ensure the product balanced user needs with real-world legal and operational constraints.
Research and Insights
Through stakeholder interviews and flow audits, we learned that users cared less about speed and more about clarity and reassurance. Clients wanted to know what was happening at every step. Associates needed structured workflows to manage workload. Admins required real-time visibility. A chat-first model felt familiar and reduced anxiety, while clear states and confirmations significantly improved trust and confidence.
Approach
We focused on reducing complexity without removing control. Every experience was designed to answer three questions clearly: what is happening, who is handling it, and what comes next. We combined familiar interactions like chat with structured workflows, clear states, and human language. The approach balanced automation with real human involvement to build trust and reliability.
Simple Onboarding
Onboarding was designed to be quick and unintimidating. Users sign up with minimal details and are guided step by step instead of being asked to fill long forms. Associates follow a structured onboarding flow with verification steps, making expectations clear from the beginning.
Chat First Workflow
Each service request opens a dedicated chat where all communication happens. Clients can share documents, ask questions, and get updates in one place. This removes the need for calls or external messaging while keeping the experience familiar and easy to follow.
Clear Service States
Every service moves through clearly defined stages from start to completion. These states help users understand progress, reduce uncertainty, and trigger the right actions at the right time. Clients no longer need to ask for updates because the system shows them automatically.
KYC for Associates
Every service moves through clearly defined stages from start to completion. These states help users understand progress, reduce uncertainty, and trigger the right actions at the right time. Clients no longer need to ask for updates because the system shows them automatically.
Admin Dashboard
The admin dashboard provides a real-time view of services, users, payments, and performance. Admins can assign associates, track workload, approve accounts, and export reports. This central control reduces manual coordination and supports smooth day-to-day operations.
Closing Notes
ECREGI turned a traditionally confusing process into a guided and transparent experience. By focusing on clarity, communication, and accountability, the platform helped users feel confident at every step while enabling the business to scale efficiently. The result is a system that feels human, reliable, and easy to use even for first-time users.
OTHER PROJECTS
View All
