Inheritance is a topic most people encounter only once or twice in their lives, often during an already difficult time. The existing texts on the Chamber's platform were written for lawyers, not for people navigating the process for the first time. Legal terminology, long sentences, and a platform that didn't allow flexible content structuring made the information hard to follow.
The process started with interviews with people who had recently been involved in inheritance matters, to understand what information they were looking for, what problems they encountered, and what they needed most. Based on those findings, an information architecture was developed that follows user logic rather than legal logic.
Texts were rewritten using shorter sentences and everyday language. Legal terms were given context. Examples were added throughout to help readers connect the content to real life. Processes were detailed step by step, so that someone visiting a notary for the first time could understand what to expect. Where text alone wasn't enough, illustrations were created to explain the content more clearly.
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.
The solution was built on WordPress for flexibility and easy management. The result was a fully live website with simplified and clear texts in Estonian, English, and Russian, a new design including mobile views, and 10 explanatory illustrations. The research behind it included 7 interviews with people who had recently dealt with inheritance matters.
The Rethink team had a clear vision of how to make a complex topic understandable to the user, and we trusted their experience. They helped us move from legal detail to a user-centered solution. The new website smoothly guides people through the inheritance process, providing answers exactly when questions arise. I highly valued their independence in designing and building the website – the result is visually beautiful and clear content-wise.Kaidi Lippus; Acting Director of the Chamber of Notaries