Prism
Client portal for requesting assistance and exploring resources
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Client
LegalVision
Duration
1.0: 3 Months
2.0: 2 Months
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 face to face. That's why LegalVision has taken a digital-first approach from day one. However, running a growing law firm through email is not without its challenges.
📌 Problem
📣 Objective
Prism will be the go-to platform for clients to find answers to all their legal questions.
🙌 My role
In my role as the lead designer for this project, I was responsible for all design activities, spearheading them from concept to delivery. Guided by the growth team and targeted at clients, I helped establish a portal that significantly improved client engagement.
🚀 Business Impact
Exploration
User journey mapping
Our clients' legal needs can fluctuate depending on the stage their business is in, and support may be required both proactively and reactively. To identify opportunities, I mapped out the typical business journey—from setup to day-to-day operations and legal protection.
Service market fit
Working closely with the growth team, we translated the touchpoints into key areas that could represent the firm's potential service-market fit.
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. Among the various opportunities, we chose to focus on high-impact business features:
Legal Assistance
Advice consultations
Legal projects
Legal content
Key feature user flow
Customer success is about putting the client's mind at ease. To achieve this, the following need to be covered:
We learned that clients generally approach us in two stages:
Not knowing what work needs to be done.
Having a legal project in mind.
Regardless of the number of steps involved, our goal is to streamline the process as much as possible.
Ensure that most of the hard work is handled by the LegalVision side.
Delivery
Maintain legal assistance list within a consolidated view
The journey with LegalVision should be completely transparent. Clients are 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.
Utilise legal content to support clients acquisition and retention
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 could helped acquire new customers and retain existing customers in the long term.
Showcase business value upfront
I preferred to leave the design of a homepage until the end. Through the design process I became more in sync with the platform's value, which helped me justify what truly 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 where business growth was prioritised over customer needs. When LegalVision started as an online marketplace for legal documents, clients loved the service, but they soon turned to other law firms for additional support. Taking the lesson forward, I believed focusing on business value driven solution was the key to success for Prism.
User Need ≠ Solution
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.
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