How might we support the law firm in enhancing their client’s journey and turn it into a delightful service experience?
Research Evaluation and Structure
We clustered the numerous insights which we have gained during the extensive user research into 52 categories.
Then, we defined the main areas of potential:
- 36 potential areas for the improvement of the customer journey and
- 25 potential areas for innovation.
Visual presentation of the ideal client journey in an interactive tool
To make the most relevant opportunity areas accessible and easy to understand, we created a web interface on which the users – in our project partners at the law firm – could comprehend our results in a visual and interactive way.
Opportunity areas and possible solutions
We did not only outline the potential areas, but also provided possible hands-on solution suggestions. As a next step in the design process, these solutions can be improved and implemented into the law firm’s infrastructure.