Enhancing User Experience for Willezy's Estate Planning Platform

Willezy, an upcoming legal-tech platform specializing in estate planning, seeks to improve its customer experience (CX) to better serve its users. The current project involves a comprehensive evaluation of the existing user experience, identifying pain points and areas for enhancement. Students will conduct both primary and secondary research to gather insights into user needs and preferences. Key activities. Research : Primary Research : Conduct interviews with current users of Willezy and potential clients to gather feedback about their needs and experiences. Secondary Research : Analyze competitor platforms and market trends to identify best practices for improving lead generation and user engagement. Apply Strategic CX Processes : Use customer experience tools to evaluate and map the user journey. Identify key moments in the customer journey where Willezy can enhance the experience through lead generation features or service enhancements. Design Customer Journey Mapping : Create a customer journey map to identify pain points and moments of delight. Suggest improvements for personalized digital marketing or services (e.g., creating an automated, tailored lead nurturing system).