Lawyy - Geonyoung Lee

ABOUT THE APP

Lawyy is a responsive web application for online legal consulting that provides one-stop legal solutions for consumers – from searching lawyers to booking an initial consultation.

THE PROBLEM

Although more and more consumers search for lawyers online, the search process is still not easy for most consumers as it’s hard to find detailed and transparent information about legal services on the web. As a result, it makes the search process very time consuming.

THE CHALLENGE

How can we help people to efficiently find lawyers online based on their preferences and needs?

THE SOLUTIONS

👉 A smart search tool which enables users to search lawyers instantly based on their specific needs and preferences

👉 A search assistant that allows consumers to receive different quotes from different lawyers so that they can easily compare the rates meanwhile lawyers can have a larger pool to get leads

👉 Online communication tools that decrease the psychological barrier between consumers and lawyers

SERVICE

Online Legal Consulting

PLATFORM

Responsive Web Application

PROJECT TYPE

Concept Project

DURATION

5 months, 2019

MY ROLE

Product Designer (UX/UI)

TOOLS

Usability Hub, Sketch, InVision, Zeplin

USER RESEARCH

User Interview

In order to understand the usual process of online lawyer search, I talked to five users about their experience searching lawyers on the web.

Why do consumers still have to spend a long time searching for lawyers on the web?

👉 Intransparency of information

Many lawyers or law firms don’t provide enough information regarding the services and rates on their website.

👉 Inefficiency in communication

Instead of providing online communication tools such as live chat, consumers are often requested to contact lawyers either by call or email which not only takes time but also increases the barriers between consumers and lawyers.

User Survey

For the next step, I conducted a user survey to find out consumer’s pain points when searching for lawyers online and what makes them hesitate to contact lawyers in general.

PARTICIPANTS

AVERAGE AGE

1 %

EMPLOYED

1 %

CITY PEOPLE

Top 3 pain points when searching lawyers online

Lack of detailed information

Knowing whether a lawyer is any good

Other issues (refund, etc.)

Top 3 reasons to hesitate to contact lawyers

Don't know which lawyer to choose

Cost concerns

Language issues

User’s Frustrations

✓ Lack of Information
Many lawyers’ websites don’t provide detailed information such as service rates, reviews and etc.

✓ Time Consuming

Therefore it’s time consuming for users because they have to contact each lawyer to gather more details.

✓ Intimidating

It’s intimidating to call lawyers directly and start a conversation.

✓ Having Doubts
It’s hard to know if the lawyers found online are any good or reliable.

User’s Needs

👉 Relevancy
A lawyer’s expertise plays the most important criteria when choosing a lawyer.

👉 Time Saving

Users need an efficient way to search and compare lawyers online.

👉 Indirect Communication

Users prefer to contact lawyers as indirectly as possible at the initial step (chat or email).

👉 Reliability
Lawyer’s reviews or ratings can give our users a certain level of reliability.

USER PERSONA

USER JOURNEY

BUSINESS PLAN

🚀 Service Overview

• Search and compare lawyers

• Get personalised lawyer recommendations

• Online communication tools (live messenger, booking service for initial consultation)

👩🏻‍💻 Target Users

• Professionals, age between 25-35

• Our target users often use mobile apps, and prefer to have quick and effective solutions rather than conservative solutions

SITEMAP

IDEATION

TESTING & ITERATIONS

6 PARTICIPANTS

2 HOURS RECORDINGS

30 INSIGHTS

RAINBOW SPREADSHEET

ISSUE 1 __

Lawyer Finder is not reachable to users

All participants were not aware of the existence of lawyer finder. Instead of clicking Find Lawyers button to get lawyer recommendations, they all preferred to search lawyers manually through the search box

ISSUE 2 __

Font is too small, content is redundant

More than half of the total participants mentioned that there is too much text and the font size is too small.

ISSUE 3 __

CTA buttons are invisible

Call to action buttons such as Send Message or Book Appointment are not visible enough for most of the participants.

ISSUE 4 __

Separated screen is preferred

The majority of the participants prefer to have separate screens for each step, especially when sending a message or booking an appointment with lawyers, instead of having all the process within one scrollable screen.