Mobile
Desktop
Mobile
Mobile
Background
LegalVision is currently one of the most popular legal firms among SMEs in the Australian market. According to its customers, they are mostly satisfied with the quality and efficient client experience.
However, there was a massive workload to maintain this with the traditional communication method: back and forth in emails, intake experience was hard to manage. Therefore, the team would like to build a client portal to better align the vision and expectations.
Client
LegalVision
User
Small and medium-sized enterprises,
LegalVision
My role
Journey mapping,
Collaborating with subject matter experts,
User flow,
Wireframing,
Prototyping,
Visual design,
Interaction design
Date
2020 (2 mths),
2023 (2 mths)
Background
LegalVision is currently one of the most popular legal firms among SMEs in the Australian market. According to its customers, they are mostly satisfied with the quality and efficient client experience.
However, there was a massive workload to maintain this with the traditional communication method: back and forth in emails, intake experience was hard to manage. Therefore, the team would like to build a client portal to better align the vision and expectations.
Client
LegalVision
User
Small and medium-sized enterprises,
LegalVision
My role
Journey mapping,
Collaborating with subject matter experts,
User flow,
Wireframing,
Prototyping,
Visual design,
Interaction design
Date
2020 (2 mths),
2023 (2 mths)
Background
LegalVision is currently one of the most popular legal firms among SMEs in the Australian market. According to its customers, they are mostly satisfied with the quality and efficient client experience.
However, there was a massive workload to maintain this with the traditional communication method: back and forth in emails, intake experience was hard to manage. Therefore, the team would like to build a client portal to better align the vision and expectations.
Client
LegalVision
User
Small and medium-sized enterprises,
LegalVision
My role
Journey mapping,
Collaborating with subject matter experts,
User flow,
Wireframing,
Prototyping,
Visual design,
Interaction design
Date
2020 (2 mths),
2023 (2 mths)
Challenge
The portal will be the source of truth for all clients-related matters. Questions were instantly raised:
How can we convince them to start using Prism instead of email?
How can we make this unique for everyone when they come in with different needs?
What extra values or benefits are there to keep clients subscribing to LegalVision's service?
Challenge
The portal will be the source of truth for all clients-related matters. Questions were instantly raised:
How can we convince them to start using Prism instead of email?
How can we make this unique for everyone when they come in with different needs?
What extra values or benefits are there to keep clients subscribing to LegalVision's service?
Challenge
The portal will be the source of truth for all clients-related matters. Questions were instantly raised:
How can we convince them to start using Prism instead of email?
How can we make this unique for everyone when they come in with different needs?
What extra values or benefits are there to keep clients subscribing to LegalVision's service?
Overall, we want Prism to cover clients’ legal need at all stages, it is the go-to app for when they interact with LegalVision, from initiating request to gaining insights.
Overall, we want Prism to cover clients’ legal need at all stages, it is the go-to app for when they interact with LegalVision, from initiating request to gaining insights.
Overall, we want Prism to cover clients’ legal need at all stages, it is the go-to app for when they interact with LegalVision, from initiating request to gaining insights.
Journey map
Discover the legal touchpoints for running a business
First we have to discover all the legal touchpoints for running a business, this platform would not only facilitate mutual communication between customers and LegalVision but also support users’ active and passive interactions.
With the help of our growth and legal team, I was able to map out the activities at different stages, from business setup, day-to-day operations to protection. Putting this journey into perspective helped us clarify the needs we must meet.
Journey map
Discover the legal touchpoints for running a business
First we have to discover all the legal touchpoints for running a business, this platform would not only facilitate mutual communication between customers and LegalVision but also support users’ active and passive interactions.
With the help of our growth and legal team, I was able to map out the activities at different stages, from business setup, day-to-day operations to protection. Putting this journey into perspective helped us clarify the needs we must meet.
Journey map
Discover the legal touchpoints for running a business
First we have to discover all the legal touchpoints for running a business, this platform would not only facilitate mutual communication between customers and LegalVision but also support users’ active and passive interactions.
With the help of our growth and legal team, I was able to map out the activities at different stages, from business setup, day-to-day operations to protection. Putting this journey into perspective helped us clarify the needs we must meet.
Collaborating with subject matter experts
List all the potential features
Exploring deeper into the user requirements, we had concretised these outstanding features:
Ask as many legal questions as possible
Initiate and recall conversations anytime
Request to start projects with or without a consultation beforehand
Search, preview or download document with minimum effort
Live-track any work in progress or actions required
Conduct independent research and be educated by legal knowledge base
Ensure company trade marks are protected
Collaborating with subject matter experts
List all the potential features
Exploring deeper into the user requirements, we had concretised these outstanding features:
Ask as many legal questions as possible
Initiate and recall conversations anytime
Request to start projects with or without a consultation beforehand
Search, preview or download document with minimum effort
Live-track any work in progress or actions required
Conduct independent research and be educated by legal knowledge base
Ensure company trade marks are protected
Collaborating with subject matter experts
List all the potential features
Exploring deeper into the user requirements, we had concretised these outstanding features:
Ask as many legal questions as possible
Initiate and recall conversations anytime
Request to start projects with or without a consultation beforehand
Search, preview or download document with minimum effort
Live-track any work in progress or actions required
Conduct independent research and be educated by legal knowledge base
Ensure company trade marks are protected
User flow
Focus on the fundamental feature: legal enquiry
In discussion with the customer team, we learned that people generally come to us at two stages: not knowing what work needs to be done or having a legal project in mind. Regardless of how many steps there are, our goal is to streamline the process as much as possible, ensuring that most hard work is handled by the LegalVision side.
User flow
Focus on the fundamental feature: legal enquiry
In discussion with the customer team, we learned that people generally come to us at two stages: not knowing what work needs to be done or having a legal project in mind. Regardless of how many steps there are, our goal is to streamline the process as much as possible, ensuring that most hard work is handled by the LegalVision side.
User flow
Focus on the fundamental feature: legal enquiry
In discussion with the customer team, we learned that people generally come to us at two stages: not knowing what work needs to be done or having a legal project in mind. Regardless of how many steps there are, our goal is to streamline the process as much as possible, ensuring that most hard work is handled by the LegalVision side.
New request
Capture customer requirements with a short step-by-step questionnaire
As a standard practice, LegalVision has lawyers specialising in different legal areas. To ensure clients are assisted by the best in-house resources, we ask them to choose the correlated category when initiating a request.
We acknowledge that filling out forms could be the undesirable user interaction, regardless of whether it is on a legal platform. Therefore, there is only a minimum number of fields embedded in the body of the questionnaire, which might be updated according to different legal areas and personas.
New request
Capture customer requirements with a short step-by-step questionnaire
As a standard practice, LegalVision has lawyers specialising in different legal areas. To ensure clients are assisted by the best in-house resources, we ask them to choose the correlated category when initiating a request.
We acknowledge that filling out forms could be the undesirable user interaction, regardless of whether it is on a legal platform. Therefore, there is only a minimum number of fields embedded in the body of the questionnaire, which might be updated according to different legal areas and personas.
New request
Capture customer requirements with a short step-by-step questionnaire
As a standard practice, LegalVision has lawyers specialising in different legal areas. To ensure clients are assisted by the best in-house resources, we ask them to choose the correlated category when initiating a request.
We acknowledge that filling out forms could be the undesirable user interaction, regardless of whether it is on a legal platform. Therefore, there is only a minimum number of fields embedded in the body of the questionnaire, which might be updated according to different legal areas and personas.
Requests list and details
Access all questions and answers in a holistic view and support drilling down further details if necessary
In the backend of LegalVision, we has a sophisticated business process, but when it comes to client-facing interactions, it is our goal to make it super easy for clients to follow up their requests. In the list view of requests sorted by initiation date, they are able to quickly locate a matter by filtering and reordering.
At the beginning of a consultation, there is a need for extensive contact, such as live chat or phone call, they can be easily facilitated by the actions in both list and details views. As an advice consultation evolves into a legal project, matter details prioritises the view of documents collection.
Requests list and details
Access all questions and answers in a holistic view and support drilling down further details if necessary
In the backend of LegalVision, we has a sophisticated business process, but when it comes to client-facing interactions, it is our goal to make it super easy for clients to follow up their requests. In the list view of requests sorted by initiation date, they are able to quickly locate a matter by filtering and reordering.
At the beginning of a consultation, there is a need for extensive contact, such as live chat or phone call, they can be easily facilitated by the actions in both list and details views. As an advice consultation evolves into a legal project, matter details prioritises the view of documents collection.
Requests list and details
Access all questions and answers in a holistic view and support drilling down further details if necessary
In the backend of LegalVision, we has a sophisticated business process, but when it comes to client-facing interactions, it is our goal to make it super easy for clients to follow up their requests. In the list view of requests sorted by initiation date, they are able to quickly locate a matter by filtering and reordering.
At the beginning of a consultation, there is a need for extensive contact, such as live chat or phone call, they can be easily facilitated by the actions in both list and details views. As an advice consultation evolves into a legal project, matter details prioritises the view of documents collection.
Resources hub
Educate clients with knowledge base and occasionally turn warm lead to hot lead
Most of the clients in small and medium-sized enterprises space prefer digital interaction over face-to-face meetings, because their requirement is far less complex than the big corporations. This is the opportunity for us to unfold extra legal need in our platform.
Although LegalVision offers unlimited consultations to subscription customers, there are often small questions that are not worth active contact. Quick answers can be found in the resources hub, a rich knowledge base comprising different types of materials such as templates, tools, articles, publications and videos. There could also be scenarios in which clients underestimate the complexity of the legal process, hence, there is prompt for consultation with our lawyers.
Resources hub
Educate clients with knowledge base and occasionally turn warm lead to hot lead
Most of the clients in small and medium-sized enterprises space prefer digital interaction over face-to-face meetings, because their requirement is far less complex than the big corporations. This is the opportunity for us to unfold extra legal need in our platform.
Although LegalVision offers unlimited consultations to subscription customers, there are often small questions that are not worth active contact. Quick answers can be found in the resources hub, a rich knowledge base comprising different types of materials such as templates, tools, articles, publications and videos. There could also be scenarios in which clients underestimate the complexity of the legal process, hence, there is prompt for consultation with our lawyers.
Resources hub
Educate clients with knowledge base and occasionally turn warm lead to hot lead
Most of the clients in small and medium-sized enterprises space prefer digital interaction over face-to-face meetings, because their requirement is far less complex than the big corporations. This is the opportunity for us to unfold extra legal need in our platform.
Although LegalVision offers unlimited consultations to subscription customers, there are often small questions that are not worth active contact. Quick answers can be found in the resources hub, a rich knowledge base comprising different types of materials such as templates, tools, articles, publications and videos. There could also be scenarios in which clients underestimate the complexity of the legal process, hence, there is prompt for consultation with our lawyers.
Dashboard
Keep clients informed
I prefer to leave the design of a homepage until the end. Because through the design process I become well informed about the values delivered in the platform, this helps me justify what to showcase in this view
To balance the business goal and user needs, we have identified these priorities for the dashboard:
Notify clients about what happens, and anything requiring attention
Display metric values that clients gain with their subscription, such as the number of legal specialists accessed, the number of completed tasks, and the extra discounts extracted as opposed to non-members
Offer monthly legal events to support business operations
Promote up-to-date legal resources
Dashboard
Keep clients informed
I prefer to leave the design of a homepage until the end. Because through the design process I become well informed about the values delivered in the platform, this helps me justify what to showcase in this view
To balance the business goal and user needs, we have identified these priorities for the dashboard:
Notify clients about what happens, and anything requiring attention
Display metric values that clients gain with their subscription, such as the number of legal specialists accessed, the number of completed tasks, and the extra discounts extracted as opposed to non-members
Offer monthly legal events to support business operations
Promote up-to-date legal resources
Dashboard
Keep clients informed
I prefer to leave the design of a homepage until the end. Because through the design process I become well informed about the values delivered in the platform, this helps me justify what to showcase in this view
To balance the business goal and user needs, we have identified these priorities for the dashboard:
Notify clients about what happens, and anything requiring attention
Display metric values that clients gain with their subscription, such as the number of legal specialists accessed, the number of completed tasks, and the extra discounts extracted as opposed to non-members
Offer monthly legal events to support business operations
Promote up-to-date legal resources
Results
Gross margin of LegalVision’s subscription service ‘LVConnect pro’ rose from 35.36% in the first half of 2022 to 81.90% in the latter half of that year
We received over 20 positive reviews from clients within 1 week since launch
Most clients reflected that they had a better experience with LegalVision compared to pre-Prism
Lawyers can now rely entirely on their in-house CRM platform for client insights fed by Prism
Results
Gross margin of LegalVision’s subscription service ‘LVConnect pro’ rose from 35.36% in the first half of 2022 to 81.90% in the latter half of that year
We received over 20 positive reviews from clients within 1 week since launch
Most clients reflected that they had a better experience with LegalVision compared to pre-Prism
Lawyers can now rely entirely on their in-house CRM platform for client insights fed by Prism
Results
Gross margin of LegalVision’s subscription service ‘LVConnect pro’ rose from 35.36% in the first half of 2022 to 81.90% in the latter half of that year
We received over 20 positive reviews from clients within 1 week since launch
Most clients reflected that they had a better experience with LegalVision compared to pre-Prism
Lawyers can now rely entirely on their in-house CRM platform for client insights fed by Prism
Learnings
The continuous success of a startup is never about the product/service but the vision
For many years LegalVision has been awarded as the best law firm in Australia and the Pacific Asia. I can see why during this project, they never stop at ‘How can we fit into the market’, but make extra effort for ‘How to create a delightful experience for clients’. While this principle is common in product development, it still lacks recognition in the business world, therefore, LegalVision outperforms its competitors.
Be ready to adapt rapidly
The startup world is competitive, we either adapt fast or die fast. As expected, when Prism was launched initially, few customers hesitated to adopt the platform, as they could not justify why work should stop being done in emails. We gathered opinions from a small pool of users, continued to iterate, simplified the workflow and interaction, gradually extended to all customers until it became a very desirable product.
Learnings
The continuous success of a startup is never about the product/service but the vision
For many years LegalVision has been awarded as the best law firm in Australia and the Pacific Asia. I can see why during this project, they never stop at ‘How can we fit into the market’, but make extra effort for ‘How to create a delightful experience for clients’. While this principle is common in product development, it still lacks recognition in the business world, therefore, LegalVision outperforms its competitors.
Be ready to adapt rapidly
The startup world is competitive, we either adapt fast or die fast. As expected, when Prism was launched initially, few customers hesitated to adopt the platform, as they could not justify why work should stop being done in emails. We gathered opinions from a small pool of users, continued to iterate, simplified the workflow and interaction, gradually extended to all customers until it became a very desirable product.
Learnings
The continuous success of a startup is never about the product/service but the vision
For many years LegalVision has been awarded as the best law firm in Australia and the Pacific Asia. I can see why during this project, they never stop at ‘How can we fit into the market’, but make extra effort for ‘How to create a delightful experience for clients’. While this principle is common in product development, it still lacks recognition in the business world, therefore, LegalVision outperforms its competitors.
Be ready to adapt rapidly
The startup world is competitive, we either adapt fast or die fast. As expected, when Prism was launched initially, few customers hesitated to adopt the platform, as they could not justify why work should stop being done in emails. We gathered opinions from a small pool of users, continued to iterate, simplified the workflow and interaction, gradually extended to all customers until it became a very desirable product.
NEXT PROJECT
LET'S CONNECT
ON SITE
OFF SITE
@2024 Max Zheng. All rights reserved.
NEXT PROJECT
LET'S CONNECT
ON SITE
OFF SITE
@2024 Max Zheng. All rights reserved.
NEXT PROJECT
LET'S CONNECT
ON SITE
OFF SITE
@2024 Max Zheng. All rights reserved.