MY ROLE : Interaction Designer
CaseLoop is a tool that digitally remembers and tracks legal referrals and eliminates the scope of any awkward monetary conversations between two legal professionals. This in turn results in reducing loss of money related to referral fees.
Hundreds of thousands of dollars in referral fees has been submitted and tracked. Caseloop continues to help professionals expand their network and save on referrals.
We started out as a team to brainstorm research questions. From here the researcher conducted in person interviews. In parallel I conducted competitive analysis to gain insights into how competitors were tackling some of the issues, creating a brand and communicating the message.
Understanding the Problem
Why do lawyers refer cases to begin with? Lawyers are extremely specialized in certain fields. Hence when they receive a case in a field that is out of their expertise, then they prefer to have at-least two names they can pass the case to.
Why do they need the list of names? To maintain their client relationship. To look good.
Why do they need to look good? To increase customer loyalty and business
Why is there a NEED for such a tool? Lawyers currently use post-its to make a note of a possible referral.
Why do they make a note? So that they get their compensation once the case is complete.
How do they know if the case was taken up by the lawyer referred to? Unless they are personally informed by the receiving lawyer or client, they don’t.
How does this information affect their business? They might only get paid for the ones they get informed about. Sometimes they have no way to find out if the case was even accepted. Additionally even if the case was accepted they have no way to track its progress. Referral fees are usually paid once they case is complete and the lawyer gets paid.
Why does it mean loss in compensation? Due to the timeline of cases both sides forget where the case came from and who must receive the compensation. In some cases even if the referring lawyer knows where a compensation should be received from it is often awkward to actually ask for the money.
Solving the Problem
Keeping these things in mind, I decided on the following mission statement:
Ensure lawyers are able to refer and get compensated for their referrals in a timely and professional manner.
This will be achieved through these 3 goals:
Help lawyers increase their referral database
Allow them to receive timely updates regarding the progress of the case
Eliminating any awkward conversation with regards to the referral fee
Once the goals were set, I started designing the Information Architecture and Wireframes.
Throughout the process I worked closely with the visual designer, engineer, product manager and researcher. Out team worked closely with each other to meet deadlines and receive client feedback.
The legal profession was a new space for all of us in the team. We needed to quickly ramp up and become experts in the legal profession.
Time was a huge constraint. The process required us to prioritize and meet user goals as well as business goals.
We had one UI developer who also played the role of the engineer.
This is one of the initial projects in my careers. I learnt the importance of User Centric Design
I learnt key principles of project management throughout the process.
As designers we listen to what the user is not saying.