Clear, concise, and user-friendly inheritance communication

Challenge

The Chamber of Notaries needed a solution to explain inheritance-related topics simply and understandably to ordinary people who lack a legal background. The existing texts were written more for lawyers, using legal terminology, long and complex sentences, and assuming that the reader generally knows how notarial processes work. Since the platform did not allow flexible structuring and segmentation of content, it made the texts even harder to read.

Solution

What did we do to amend the situation?

• We asked what information users are looking for regarding inheritance and what is most important to them. What problems they encounter while searching for information, what are their needs and expectations? To clarify these questions, we spoke with people who had recently been involved in inheritance matters.
• Then, we developed an information architecture that corresponds to user logic and helps them quickly find the information they are looking for.
• We simplified the texts, used shorter sentences, and added everyday context to legal terms.
• We used many examples to help people create connections with everyday life.
• We highlighted topics that might be self-evident to those that are familiar with the field but could be an unexpected surprise for ordinary people.
• We detailed the processes so that users who have never visited a notary before could imagine the upcoming steps.
• We found places where illustrations could better explain the content and created the most suitable components for structuring the texts.
• We developed our solution on the WordPress content management platform to ensure flexibility and easy management.

Results

What was achieved?

• A prototype of a new website with updated design (including mobile views) on the Figma platform
• Simplified and clear texts in Estonian, English, and Russian
• A fully completed and live website

Numbers

• 7 interviews with people who have recently been involved in inheritance matters
• 10 explanatory drawings
  
  Text before:
  In the event that the testator has omitted or diminished the entitlement of their statutory heirs, including but not limited to descendants, parents, spouse, or registered partner, for whom the testator was legally obligated to provide maintenance at the time of their demise, as stipulated by the provisions of the Family Law, such statutory heirs retain the legal right to claim a compulsory share from the beneficiaries of the estate.
  
  Text after:
  If the testator has left out or reduced the share of their statutory heirs, for whom they had a maintenance obligation at the time of death, they have the right to demand a compulsory share from the heirs.