LAWFTY CHAT
The Challenge
Lawfty is a tech company that developed a marketing platform which connects people with local personal injury law firms.
Our challenge was to improve communication on case status between Lawfty and the law firms.
The solution
We designed a chat interface with two levels of interaction that facilitated communication between Lawfty and law firms.
The design also provided a statistics dashboard and a secure portal for exchanging sensitive information and documents.
Details
My Role: UX Researcher // Visual Designer
Team & Duration: I worked closely with two other UX designers for the duration of 3 weeks
Tools & Methods: Paper & Pencil // Survey // User Interviews // Wireframes // Prototyping // Usability Testing
User and business needs
Lawfty
- Decrease time generating emails
- Easy way to manage cases
- Decrease partner firm response time
Law firms
- Faster way to respond to Lawfty
- Less emails to manage and track
- Easy to use interface
the business model
We began by evaluating Lawfty's systems and platforms to better understand their work flow. We also gathered more information by conducting a series of interviews with key stakeholders and law firms. Through this research we were able to identify pain points and opportunities for improvement.
key research takeaways
slow workflow
Lawfty spends too much time generating and tracking emails.
Lawfty spends too much time deciphering long and vague emails.
Processing and inputting data across multiple platforms is inefficient.
low priority
Law firms are busy! Emails are low priority and will often get lost in the inbox.
Law firms were open to a communicating by chat instead of email.
Law firms felt more urgency to respond when the email was sent by someone they knew.
tech savviness
After interviewing law firms, we found that there were different levels of tech savviness.
Some law firms had advanced systems in place while others had dated systems or none at all.
Our design must be simple in order for all firms to be able to use.
Hypothesis
If we facilitate communication and provide motivation then Law firms will be more responsive.
design Focus
After analyzing our findings, we began to identify the features required to facilitate communication between Lawfty and law firms. We focused on four main objectives that drove the design.
2 levels of interaction
In order to cater to all levels of tech savviness, we designed two levels of interaction.
The first level is an easy to use pop-up notification and the second is an extended chat interface that provides case information and a secure portal to upload sensitive documents.
Getting their attention
The simple pop up notification appears on the corner of the desktop screen and captures a law firm's attention.
Law firms are able to respond quickly by clicking or typing a response on the notification interface.
standardize messaging
Standardized messaging and button responses will automatically update Lawfty's system in less time.
In order to maintain a personal connection, we included a name and a picture of the sender on the chat interface. This will encourage law firms to respond promptly.
My Stats Dashboard
In order to motivate law firms to use the interface, we designed a My Stats dashboard which displays useful information such as revenue generated, total of cases signed, and monthly goals.
The dashboard helps law firms keep track of their progress and encourages them to be more responsive.
