Establishing and maintaining a correct billing solution
End to end customer care
Product
Application
Task
Simplify the enquiry process
Role
UX/UI
Deliverables
Interactive Prototype, UI
"Its often quite stressful taking client calls"
Alex, Client Care.
The current experience
Law Partners receive a large number of calls from prospective clients over the phone…often from callers in distress seeking advice as to what their next course of action should be. This initial contact is critical in determining whether or not to progress the enquiry to the next step…a face to face meeting. During the call Client Care juggle multiple forms inputting the call details into the correct system (Caseplan), format and correct Practice Group. Each Practice Group, have different requirements although many overlap.
CasePlan
The challenges
The current enquiry process is necessarily detailed, but is overly complicated, suffers from repetition, and often asks of the caller to provide information not relevant to the call. Client Care routinely find themselves having to do follow up calls resulting in time being wasted for both the client and the Solicitors. The system UI is not logical and suffers from a lack of hierarchy.
Practice Group enquiry forms
New Enquiries, ideation, presentation v1
New Enquiries, ideation, presentation v2
New Enquiries, ideation, presentation v3
Ideation new Workers Compensation
The solution
Simplify the enquiry form, by removing unnecessary questions, establish a clear linear path that informs the user, where they are in the process. Create hierarchy in Caseplan, divide the 2 types of enquiry into separate sections, each able to pull relevant information from one another. Make it clear what the next action should be, and provide a timeline of timeline of events, to provide clear markers as to the progress of the enquiry.
Meetings
4
User Testing
1
Design sprints
2
Prototypes
1
Caseplan wirefrrame
Caseplan wirefrrame detail
New enquiry forms with mile markers