Case: Legal Tech
Helping a Nordic legal firm with digital transformation into new self-serve product lines
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The Challenge
Finding frictions and enablers to bring platform mechanics to a traditional business model
A leading Nordic legal firm sought to anticipate big tech-enabled shifts coming to its industry and attempt to prototype disruptions to their existing service delivery model with a new digital platform. The platform was envisioned to not only automate and productise elements of their current services, but also unlock new revenue streams by targeting specific user segments inclined to value and adopt self-serve features.
Approach
The collaborative customer-consulting team realised early on that the project was as much about transforming legacy processes, culture and mindsets as it was about technological and behavioral innovation. With this in mind, we worked with the firm's key stakeholders to understand ingrained legal workflows and gained crucial insights on their cultural and practical basis, thereby identifying potential internal roadblocks and pushback to changes introduced by a shift to a platform business model. A parallel thread of the project involved resolving the design and hard technical issues around the whats, hows and whys of the platform’s feature set and functionality. The team worked with leadership as well as lawyer end-users to prototype and test their main hypothesis on concrete platform feature workflow ideas and models.
The project improved stakeholder alignment and advocacy by aligning the vision for the digital platform, turning legal professionals and leadership into enthusiastic advocates for its potential to improve efficiency and client service. The project optimised the platform’s technical foundation by providing a core architecture and integrating third-party solutions, allowing for future scalability and growth. Additionally, we identified opportunity spaces and revenue streams by uncovering insights into target customer segment needs within tiered service packages, growing existing customer segments and cross/upselling of legal services.
