LawBite

The challenge
Observing new clients throughout the sign-up journey and talking with lawyers demonstrated that users struggled to categorise their own enquiries attributing this to the fact that they weren't qulified to do so. This resulted in both abandoned enquiries as well as lawyers beding incorrectly assigned to case outside oftheir expertise.

The solution
The enquiry process was reworked to include an onboarding page outlining next steps, plus a 'not sure/other' category that handed uncertain enquiries to the ops team rather than losing them directly improving completed enquiries and correct lawyer assignment. Indicative time ranges, based on previous cases, were given for popular pieces of legal work with CTAs provided for specialist cases and disputes.

The challenge
Subscriptions were performing poorly and so as part of a wider project, plans were simplified and their prices modified. To support, this I ran surveys with clients in order to understand current plan perceptions. Additionally, concepts were tested with new and existing users to understand what their expectations were and what they understood.

The solution
Users needed to understand roughly how much their enquiry would cost before committing to a plan. Whilst we could never predict the cost of a legal enquiry, we could provide typical ballpark costs and timeframes for common enquiries. By creating a cost slider the user could see how much their enquiry might cost and how much they could save with a plan versus paying a typical high street law firm. Testing the new designs showed the plans and their presentation needed simplifying even further before launch. As a result designs were revised and tested before being submitted for development.

The challenge
After talking with lawyers it was clear that their daily work routines were varied at best. Predominantly their focus was on the client and providing legal advice but they also had to field enquiries, create quotes whilst manage other organisations outside of LawBite at the same time. In short, lawyers needed to know quickly what had changed on their cases and what they needed to complete that day so that they're successfully managing their workload and meeting client expectations. As it stood they already had a number of ways of organising themselves outside the platform, from using Excel and iOS Reminders through to jotting notes each morning. Early concepts also explored gamifying engagement further with a leaderboard ranking lawyer activity, on the assumption competition would drive usage the way it does in consumer apps.