In-App Contract Signing
Integration of electronic contract signing into the Aviva app via WebView, eliminating the WhatsApp link and completing the Phygital post-documentation flow.
- Company
- Aviva Crédito
- My Role
- Product Designer
- Period
- Feb 2026
Targets & expectations
Pending launch. Metrics: % completing signature in-app vs. post-WhatsApp drop-off; % opening the link from the app; time between completed documentation and contract signing.
Problem
After completing documentation, clients had to sign their contract via a WhatsApp link. The channel switch generated significant drop-off and reliance on manual support team intervention.
Research
The channel switch (app → WhatsApp → signature) was identified as the main post-documentation drop-off point. Clients with lower digital literacy didn't complete the signature, requiring manual support team intervention.
Solution
4 in-app contract signing states via WebView (ZapSign): pending signature, contract not yet generated, signature completed, and return with incomplete signature. Session-authenticated access; link non-shareable outside the client's context.