JOT External Signing Integration

Project Vision

Provide Escrow Officers with the ability to create appointments with external notaries using JOT API's in Ignite application.

Role

Role: Senior UX Designer
Product: Escrow Platform

Problem Statement

Escrow Officers (EOs) were relying on third-party platforms like Snapdocs to schedule external notary appointments. This created several challenges:

  • No single source of truth between systems

  • Limited flexibility in customizing add-ons and pricing

  • Time-consuming multi-system workflows

  • Higher operational costs

  • Inefficient fee calculations

  • Poor visibility into appointment status updates

EOs had to switch between systems, manually reconcile data, and work within rigid third-party product packages.

Research and Discovery

Stakeholder Interviews

  • I conducted user interviews with Escrow Officers to uncover insights and understand their perspectives

  • I conducted conversation with 4 participants using user testing.com


Key Findings

  1. EOs frequently toggle between Ignite and Snapdocs.

  2. Add-on pricing varies by state, office, and transaction type.

  3. Fee calculation is complex and often manual.

  4. Notary preferences matter — EOs build trust relationships.

  5. Status updates are critical for time-sensitive closings.

  6. Document exchange must be secure and traceable.

My Contribution

  • Defined UX problem statement

  • Conducted stakeholder interviews

  • Created journey maps

  • Designed end-to-end workflows

  • Built wireframes & high-fidelity prototypes

  • Collaborated with engineering on API feasibility

  • Conducted design QA in test environment

  • Ensured accessibility and consistency with design system

Pain Points

Current Experience

Using external systems for scheduling

No customization flexibility

Business Goals

  • Reduce third-party licensing costs

Impact

Increased cost

Redundant data entry

Business constraints

Risk of errors

No unified dashboard

Lack of visibility

Manual fee computation

Time inefficiency

Limited reporting

Reduced operational insight

  • Increase operational efficiency

  • Provide pricing flexibility

  • Improve data consistency

  • Enable real-time status updates

  • Centralize document management

UX Process

  • Login Ignite

  • Switch to Snapdocs

  • Create appointment

  • Re-enter data

  • Reconcile fee

  • Wait for manual status update

Current Journey Mapping
Future Journey Mapping

  • JOT API integration in EO(Escrow Officer) application in appointment tab

  • Create appointment by selecting parties, date, time, signing type (JOT), and signing location (branch, property, or custom address).

  • Assign notary by auto-assigning (OfferBot) or pre-selecting a preferred notary, including language preference.

  • Customize appointment with add-ons, fee adjustments, notes to notary, document return options, delivery address, and upload required documents.

  • Submit request

Design Mockups

Outcome & Impact

  • Single-system workflow

  • Reduced appointment creation time

  • Improved transparency

Operational Impact

Financial Impact

  • Reduced third-party licensing costs

  • Flexible pricing model

  • Better fee control

Financial Impact

  • Less friction

  • Higher confidence in data accuracy

  • Centralized visibility

  • Stronger notary relationships

Before & After

Before

  • Multiple systems

  • Manual fee logic

  • Rigid pricing

  • Poor visibility

  • Higher cost

After

  • Unified Ignite workflow

  • Dynamic fee engine

  • Custom add-ons by state/branch

  • Real-time status updates

  • Cost savings

  • Full reporting dashboard