A full UX/UI overhaul of Autofact’s 100% digital vehicle transfer process, focused on reducing user friction, supporting mobile use, and building a friendlier, step-by-step experience for a high-stakes legal transaction.
Client: Autofact
Industry: Automotive Services, Legal-Tech, B2C
Overview
In Chile, the process of transferring vehicle ownership traditionally requires in-person notarized documentation, often involving long wait times and bureaucratic steps. Autofact pioneered a fully digital alternative, allowing users to complete transfers remotely through a verified online flow.
However, despite its innovation, the original version of the product carried significant usability challenges: a high cognitive load, mobile-unfriendly layouts, outdated UI components, and a lack of clear guidance, which led to user drop-off and increased pressure on the support team.
Scope of Work
- Full UX audit and flow redesign
- Mobile-first UI implementation
- Alignment with Autofact’s updated design system
- Introduction of illustrations and guidance UX
- Usability improvements to reduce support requests
Approach
The goal was to turn an intimidating legal process into a clear, supportive, and reliable experience — without compromising compliance.
Key improvements included:
- Step-by-Step Guidance: The process was restructured into clear, digestible steps, with contextual explanations at each stage to reduce anxiety and confusion.
- Mobile Optimization: The entire flow was redesigned for mobile-first use, anticipating the growing number of users managing the transaction from their phones.
- Design System Integration: Brought the experience into alignment with Autofact’s updated visual language and component system, creating a more cohesive brand experience.
- Emotional UX: Introduced custom illustrations to humanize the process, reduce perceived friction, and offer visual cues that help users feel accompanied throughout the journey.
The result was a streamlined, responsive interface that demystifies the digital vehicle transfer process, guiding users through each action with clarity, warmth, and legal precision.
Impact
- Significant reduction in support tickets related to transfer confusion
- Increased completion rates on mobile devices
- Improved user confidence and satisfaction through visual and structural clarity
- Strengthened Autofact’s positioning as a leader in digital legal vehicle services
Tools & Methods
Figma, FigJam, design system integration, mobile-first prototyping, UX writing, illustration design, user interviews, workshops.
