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 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
📣 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
Exploration
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.
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.
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
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.
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