Lawfty Chat Interface

Communication made easy 

The Challenge 

Lawfty is a tech company that developed a marketing platform that connects people searching lawyers with local personal injury attorneys/law firms. Once generated cases were forwarded to law firms, Lawfty struggled to stay in communication with the law firms through email. Since Lawfty made a profit from the case settlements, it was important for them to keep track of the status of cases. 

The solution 

Our team conducted user interviews, stakeholder interviews, and competitive analysis to understand business needs and design appropriate research studies to generate focused insights. From our research, we were able to design a chat interface that enabled communication between Lawfty and law firms and provided a secure portal for exchanging sensitive information and documents.

Overview

Tools & Methods: Paper & Pencil // Survey // User Interviews  // Wireframes // Prototyping // Usability Testing

the business model

understanding the user

How can we motivate?

facilitating communication

Lawfty's Pain Points

• Generating and tracking emails
• Manual updates
• Working across different platforms
• Long and vague emails

After analyzing our findings, we began to identify the features required to facilitate communication between Lawfty and the partner firms. We focused on four main objected that drove the design.

1. How can we get their attention? Lawfty's emails are competing for attention with the rest of the emails in the inbox. We need to find another method to request for information about the cases.
2. How might we standardize and automate messages but maintain personal connection? The current exchange of emails do not follow any standard format. The intake team at Lawfty spends a lot of time writing out every email sent out.  They also spend a good amount of their time deciphering long and vague emails to later arrive that the client was not signed. We want to generate emails automatically but not be a chat bot. We want the partner firm to be able to identify with the Lawfty team.
3. How might we cater to all levels of tech savviness throughout the firms? This is really important. We need to design something that is simple enough for the firms such as Old School, but still provide enough features to keep other firms engaged.
4. How might we keep all communication within the same system? Currently all communication is through email. Once a Lawfty intake member receives new information, that information then has to input into the system manually. We need to find a way that the status of case be automatically updated when a partner firm responds they have signed a client.

2 levels of intercation

This lead us to come up with with a simple pop up notification that would appear on their desktop screen. This message will easily grab partner firm’s attention. It will no longer have to compete with a large number of emails. This simple notification will also allow partner firms to respond quickly by clicking or typing a response on the notification interface.

Knowing that they can simply respond with a quick click will encourage partner firms to be more responsive and take off the burden of having to keep up with all the emails and taking the time to reply.

Also as you can see the message is directly sent by someone from Lawfty. We included a name and a picture of the sender. Again trying to maintain that personal connection. We believe that direct messaging provides a greater urgency to respond compared to an email.

This notification system is also simple enough to serve all levels of tech savviness throughout the firms. This messaging system will be straightforward and easy to use specifically for the Old School firms which are usually the ones who struggle to respond right away.

We also wanted to provide an extended interface for those firms that wanted a little more. The young and hungry firms.  2 levels of interaction.We came up with concept similar to slack. Starting from the left we have all the cases categorized by phase, next we have all the case details and files and then a chat dialogue specific to this case. With this, lawfty will no longer need to send emails with leads. All the information will be available here.

This will also keep everything within the same system. If they reply that they have signed a client, Giulia will no longer have to update her excel spreadsheet. It will do it automatically. This can also help to alert Giulia when a case needs her attention. If a client replies no when ask if they were able to reach a client, She will be notified and can intervene and help recover the case. There are additional features such as a secure portal to upload sensitive documents. Partner firm can access the stats from this interface