The quarterly publication of the International Legal Technology Association
Issue link: http://read.uberflip.com/i/67910
from User Experience Design Deriving Value Design can be captivating. Whether it is industrial, interior, graphic, product or Web design, most of us know good design when we see it. And we are being exposed to good design on a broader scale than ever before. As law firms embrace new technologies and seek more efficient ways to work, another type of design that is equally compelling is beginning to find a home within the legal community —user experience (UX) design. The more I learn about UX design, the more convinced I become that it deserves additional attention within legal operations. Recent changes in law firm business approaches, client expectations, Internet usability and attorney interest in technology have further contributed to this need. We continue to add tools to our technology portfolios at a staggering rate, and the complexity of those systems is increasing. Sorely lacking is a dedicated eye toward the experience we are creating for our users. Firms, their vendors and the consultants that operate in the space between could all benefit greatly from more UX focus. User Experience: The Basics User experience is the way a person feels about a system. There are a number of factors that have an impact on UX, including user interface (UI) design, information architecture, accessibility, graphic design and system utility. Improving UX requires more than the application of "common sense" and a discerning eye for "style." It requires taking a broad view of the system, with a consideration for technology, process, psychology, cognitive science and graphic design. UX design is a relatively new field, but it is being taken very seriously by other industries. The body of knowledge within that space has grown substantially in the last five years, and websites, applications and devices are improving as a result. UX Design in Law Firms Law firms spend tremendous amounts of money on technology. The culture of law firms makes the adoption of new tools a challenge. Lawyers' entire lives are based on the concept of "precedent." Because of this, a willingness to embrace change is not a part of the average attorney's DNA. The change management hurdles that come with adoption can be significant, and not all attorneys utilize technology to the same degree. As a profession, we have not done ourselves many favors. We keep purchasing and building systems, with the focus on features being paramount. However, the interaction between our attorneys and these features, the design behind them and the interweaving of related solutions is in need of additional scrutiny. Better UX design can provide relief in these areas and give new solutions a higher chance of successful adoption. With the "new normal" upon us, client needs are often several steps ahead of vendor tools. More firms are building custom applications to meet client demands and support innovative modes of practice. Some of these custom solutions are focused on the lawyers within law firms and others directly toward clients. For the former, solid UX design emphasis aids adoption. Technologists outside of the legal profession have become much more adept at making the complex "feel" simple in Web environments. Think back to websites circa 2003 and compare them to what is currently available. Today's digital encounters are more intuitive and user friendly. That's the kind of user experience today's attorneys are going to expect their technology teams to provide. The marketplace is setting expectations for what should and can be attainable. As it relates to client-facing solutions, attention to UX design is of the utmost importance. These solutions often end up being a "representation of self" for firms. An elegant UI and intuitive UX design help convey credibility and sophistication — two things that law firms always seek to attain. Also, proper UX design requires a solid understanding of what a particular client wants. Although attorneys may initially be reluctant to start a dialog with clients about technology needs, these discussions create additional touch- points for the relationship and help make the client feel heard. Increase Your UX Awareness UX is applicable to many support roles within a law firm. Folks in knowledge management, IT, finance and marketing manage and serve up more data, information and knowledge than ever before. And there is no sign of this trend tapering off. UX design helps make that content more accessible and improves consumption. Apple has changed the average person's opinion about design. Elegant design brings delighted clients, and delighted clients bring profits. Providing enhanced design to your clients, both internally and externally, can yield value. However, making the case for your own in-house UX designer can be tough, and it could be a few steps away for most firms. In lieu of having your own dedicated expert, staying abreast of best practices and using those principles as shortcuts and guidelines can bring huge rewards. Law firms should look to other industries for guidance wherever possible. Here are a few resources to increase your UX design awareness: • Subscribe to Jakob Nielsen's Alertbox messages. The email messages are short but packed with great ideas. (www.useit.com/alertbox) • Look into Edward Tufte's works. He straddles the statistics and graphic design worlds, and his insights are superb. For those within finance or charged with conveying financial information, Tufte provides great reference points. (www.edwardtufte.com) • Familiarize yourself with Smashing Magazine. This publication does a wonderful job of highlighting real-world examples. (www.smashingmagazine.com) Peer to Peer 85