Prism

Client portal for requesting assistance and exploring resources

Client

LegalVision

Duration

1.0: 3 Months

2.0: 2 Months

Team

CTO,

Head of growth,

Legal transformation manager,

Engineers

👀 Background

LegalVision specialises in commercial law services; its clients prefer online engagement over face-to-face interactions. The firm has taken a digital-first approach from day one. However, running a growing law practice through email is not without its challenges.

📌 Problem

Maintaining quality and efficient client intake through email is time and resource consuming.

Maintaining quality and efficient client intake through email is time and resource consuming.

📣 Objective

LegalVision needs a consolidated platform where its clients can find answers to all their legal questions.

🙌 My role

As the project’s lead designer, I was responsible for all design activities, spearheading them from concept to delivery. Guided by the growth team and focused on clients, I created a portal that significantly improved client engagement.

🚀 Business Impact

  1. The main contributor to the firm's 46.54% gross margin increase from the first to the second half of 2022

  2. Surpassed the target Net Promoter Score of 65, reaching 82 in September 2022

  1. The main contributor to the firm's 46.54% gross margin increase from the first to the second half of 2022

  2. Surpassed the target Net Promoter Score of 65, reaching 82 in September 2022

Exploration

  1. User journey mapping

LegalVision's main customers are small to medium-sized businesses, which have fluctuating legal needs at different stages. To identify opportunities, I mapped out the typical business journey, from setup to day-to-day operations and legal protection.

  1. Service market fit

Working closely with the growth team, we translated the touchpoints into key areas that could become the firm's potential service-market fit.

  1. MVP

The best way to gather constructive feedback is by having customers use the real product. The team aimed to launch quickly and learn rapidly, so we chose to focus on high-impact business features:


  • Legal Assistance

    • Advice consultations

    • Legal projects

  • Legal content

  1. Key feature user flow

Customer success is about putting the client's mind at ease. To achieve this, the followings need to be covered:


  • We learned that clients generally approach us in two stages:

    • Not knowing what work needs to be done.

    • Having a specific legal project in mind.

  • Regardless of the number of steps involved, our goal is to streamline the process as much as possible

  • Most of the hard work is handled by the LegalVision team.

Delivery

Consolidated legal assistance list

The journey with LegalVision should be completely transparent. Clients can organise their requests using a range of metrics, such as start date, project status, and legal area. They can also take proactive steps to communicate, update, or extend their needs at any time.

Legal content for clients acquisition and retention

Small and medium-sized enterprises don’t always have large legal requests like big corporations; they often have urgent, smaller questions. By providing free resources to address these issues, it can help acquire new customers and retain existing ones in the long term.

Showcase business value upfront

I preferred to leave the homepage design until the end. Throughout the design process, I became more in sync with the platform’s value, which helped me better understand what truly matters to the customers.

💪 retrospectives

Sustained growth keeps the business going

This was the kind of project where business growth was prioritised over customer needs. LegalVision used to be an online marketplace for legal documents. Clients loved the once-off service, but they soon turned to other law firms for additional support. After finding service market fit, Prism was launched alongside LegalVision’s membership to provide ongoing value to customers.

User Need ≠ Solution

Building what customers need was important, but how did we determine what that was? It wasn’t always what they initially asked for, clients could have continued communicating through email instead of switching to something new. However, the time and resources consumed didn’t add up. Transitioning to a client portal not only allowed us to maintain the same communication but also made it sustainable to deliver quality and effective services.

@2025 Max Zheng. All rights reserved.

@2025 Max Zheng. All rights reserved.