Executive summary
An enterprise legal intake solution (LIAM) is being developed to reduce manual effort, organize workflows, improve collaboration, by providing an intake & workflow management process for legal work requests.
Challenges
Legal Intake and Management (LIAM) was suffering from low user satisfaction and many complaints by new teams coming in to use the product, even after onboarding.
Subpoena requests were identified as a new workflow for LIAM, as requests coming into the legal team where scattered and duplicated across 4 high-volume inboxes. De-duplicating requests, routing, rerouting, responding to the requestor, and over all SLA were all identified as major pain points.
Opportunity Areas
Initial User Interviews reviled many areas of opportunity in the UI, and engineering established a North Star of creating a product flexible for any legal intake workflow. Both opportunities came together to inform the short term and long term roadmap.
Approach
• Developed initial UI flows and prototype screens in Figma to visualize intake and routing.
• Building product strategy to position LIAM within the enterprise ecosystem and map main capabilities.
Product Strategy
Presented the users with the product strategy for LIAM to help them understand the present capabilities and how LIAM will grow to accomodate further workflow requests and needs.
Suggested success metrics
• Intake processing time (minutes per request)
• First-time-complete rate (percent of requests with no follow-up)
• Time-to-response SLA compliance
• Reduction in manual handoffs / error rates
