''Onboarding with Saltfish helped us reduce friction at a key step in the user journey. Users now feel more confident getting started, and our completion rates reflect that''

- Alexandre Zagame, Product Manager at Legitify

About Legitify

Legitify is a leading digital notarization platform, enabling secure, compliant remote notarizations across borders. Serving thousands of customers across jurisdictions, Legitify streamlines the entire process from start to finish offering a seamless experience built for today’s remote-first world.

Opportunity

As Legitify expanded into new markets, the team identified a key moment in the onboarding flow that could benefit from a more supportive experience: the KYC process. While sign-ups remained strong, the identity verification step - given its sensitive nature and the regulatory standards involved - could introduce uncertainty for some users.

To help users feel more confident navigating this step, the team looked beyond static UI prompts and text instructions. They wanted a more engaging, human-centered way to guide users through the process and build trust from the very first interaction.

Adding to the complexity, Legitify serves multiple user types, from individuals seeking quick notarizations to professional notaries joining the platform. Therefore, having an onboarding layer that could adapt to different needs and help every user feel supported from the start was essential.

Solution

To enhance the onboarding experience and make it even more intuitive and user-friendly, Legitify partnered with Saltfish to launch an AI-generated onboarding experience.

Now, every new user is greeted by a friendly, personalized video that introduces Legitify’s platform and walks them through the process step by step. Embedded directly inside the product, the AI video ensures users never have to leave the flow or wonder what to do next.

The experience is designed to reduce friction and smoothen the onboarding journey for new users. Short, contextual videos highlight key steps to the online notarisation process to first time users, which are now met with clear, human guidance at exactly the right moments, offering timely, contextual guidance to help users move forward confidently.

Outcome

The human touch helped Legitify further simplify onboarding, making the first step even more approachable for new users.

The team has seen a drop in onboarding-related support tickets. Internally, the AI video journeys are easy to manage and update compared to traditional guiding steps or static documentation.

Enhancing clarity and confidence in the onboarding process, Legitify has made the first impression more intuitive and reduced the friction that often comes with onboarding flows in legaltech and compliance related flows.

''At Legitify, we serve a diverse range of users with varying levels of technical comfort, so it’s important that our onboarding feels clear, approachable, and helpful. Partnering with Saltfish allowed us to add a personal touch that guides users through the first step with more confidence''

- Alexandre Zagame, Product Manager at Legitify

Looking ahead

After refining the onboarding experience, Legitify is now expanding its use of video across more critical moments in the customer journey, tailoring content to different user personas and needs.

As more of the journey shifts into fully digital flows, AI video helps reintroduce a human touch offering clear, friendly guidance at key moments. This not only builds trust, but also reduces friction by making complex steps feel more approachable. With a global user base, multilingual video is next, ensuring language is never a barrier to getting started.

As Legitify continues to scale, AI video has become a helpful complement in creating a more personal, scalable experience - not just for activation, but for delivering a more human, intuitive experience at every step in an industry where user experience has often been an afterthought.