Prism
Client portal for requesting assistance and exploring resources
Client
LegalVision
Team
CTO
Head of growth
Legal transformation manager
Engineers
🔍 Background
LegalVision believes customer experience is closely linked to client success. It's not only how we engage with clients that matters, but also how clients engage with us.
Due to the type of law the firm specialises in, its clients usually prefer online engagement over stepping into the office. That's why LegalVision has taken a digital-first approach from day one.
📌 Problem
Maintaining quality and efficient client intake through email is time and resource consuming.
📣 Objective
Prism will be the go-to platform for clients to find answers to all their legal questions.
🙌 My role
🚀 Business Impact
New request
Informative questionnaire to capture customer requirements
We all knew users hated filling out forms, even though in this case it was necessary for clients to communicate their legal needs to us. I suggested the team use the rule of 3, that was compiling all requirements into 3 steps, making it easy and fast to process.
LegalVision has lawyers specialising in different legal areas. To ensure clients are assisted by the best in-house specialists, they have to choose the related category when initiating a request.
Clients would then need to fill in the details that compose the main body of the request. Only the essential fields are made mandatory, because customers like to get assistance with minimal input.
The booking finishes in confirming all previous details and the consultation date with our client success team. If successful, clients receive a follow-up message in both Prism and provided email.
Requests list and details
Manage and oversee company-wide legal supports in one place
During research phase, I discovered the legal support that a business needed throughout its life ycle was ongoing. There were high and low demanding seasons, what I wanted was to allow customers to have total control.
The journey with LegalVision was completely transparent. Clients were able to organise their requests through a series of metrics, such as initial date, project status, legal area, etc. They could also take proactive steps to communicate, update or extend their needs at any time.
Resources hub
Prism can provide so much more value
Despite Prism being a communication platform for the clients, we would like to offer more to keep clients engaged. So that we could learn more through data to continuously improve our services.
Small medium-sized enterprises did not always have giant legal request like big corporate, they often had urgent and small questions. By giving away free resources to address these issues, it certainly helped acquire new customers and retain existing customers in the long term.
Dashboard
Instantly demonstrate value to clients in the place where they land
I preferred to leave the design of a homepage until the end. Through the design process I became more aware of the platform's value, which helped me justify what really matters to the customers
Notify clients about what's happening and anything requiring attention
Display metric values that clients gain with their subscription, such as the number of legal requests and extra discounts compared to non-members
Offer monthly legal events to support business operations
Promote up-to-date legal resources
💪 retrospectives
Growth leads to success
This was the kind of project that business growth was prioritised over customer needs. When LegalVision started as an online marketplace for legal documents, clients loved the services, but they soon turned to other law firms for additional support. How Prism could continue to be relevant to our customers was the base principle I believed to success.
User Need VS Business Goal
Building what customers need was important. How did we get to the what? It wasn't always what they asked for, clients wanted to continue communicating through email instead of using something different. But the time and resource consumed didn't add up, transitioning to a client portal not only allowed us to do the same, but also made it sustainable to maintain quality and effective services.