At Elevate Services, David’s team researched and developed the most effective mobile experience for law firm customers of the Elevate’s Enterprise Legal Management (ELM) platform.

Problem Statement:
Attorneys use their mobile devices frequently when on-the-go, but have difficulty accessing matter data, including the status of their client’s matters in real-time.

Challenges and Pain Points:
The Cael Product team conducted interviews with attorneys, legal service delivery managers, and legal project managers to understand the issues law firms were facing.

• 78% of law firm directors of innovation said that being prepared for client meetings was critical to the legal service delivery process - referring to the customer service provided by firms to their clients.

• 84% of attorneys said that it would be helpful to have real-time data accessible via mobile so they can be prepared for when clients ask for the current status of matters. Attorneys also felt being able to respond quickly and to demonstrate such technologically efficiency would improve their image when in front of clients.

• 90% of legal project managers confirmed that having real-time updates to data from Cael Project is critical for when attorneys visit clients.

Solution:
VP Product Coaching worked with the Cael Product team to design a native mobile app which would allow both attorneys and legal project managers to share real-time matter status updates when visiting with clients.

The below wire-frame drawings were shared with the target end-users - attorneys and legal project managers - as part of the experience design stage of the product development lifecycle. These conceptual mock ups are discussed with the target users who provide feedback about what’s effective and what may need to change before the final product is developed.

Target Personas (Users):