Website Redesign
Duration: 4 Months
My Role: UX Consultant & Design Lead
Tools: Sketch & InVision
Deliverables: Completed website
The Client
CAPTORRA
Captorra gives law firms the power to make wise business decisions with robust real-time data about their practice. They believe in efficiently and effectively managing the entire client life cycle, while providing the business intelligence to help them deliver superior service, improve their bottom line, and grow their firm.
DISCOVER
PROBLEM STATEMENT
It’s difficult for visitors to understand, upon entering the site, what the company does. Navigation is unclear and products are not organized in a cohesive way causing a higher bounce rate and low page views. Back end users are often frustrated with the complex ways needed to build pages.
How might we update the site to allow the products to be more unified to the brand while also creating a more seamless process in back end page creation?
BUSINESS GOALS
Providing the most valuable information
Upgrading the layout
Explore more information that could help users
Making the backend of the site more accessable to marketing to be able to add pages
MY APPROACH
User interviews with 5 users
Create personas of who would use this product
Create a user journey map
Modify designs based on usability testing
USER INTERVIEWS
We realized a few key points with our user interviews:
Lawyers wanted clients to be contacted automatically to assure they would be contacted by the firm
Lawyers could view all their clients on an organized dashboard
Lawyers could view each individual client’s case information within one place
“I’ve had my own practice for about 2 years now. As we expand, I need a way to be able to view my clients on one platform. My paralegal spends way too much time sorting though cases.”
DEFINE
PERSONA DEVELOPMENT
Goals:
Increase his ROI
Gain more leads
Manage 50 clients at a time
A primary persona was crafted to embody the lawyer who would be searching for a product such as the ones offered on Captorra.
John Stafford
Age: 47
Occupation: Divorce Attorney
Location: NYC
After owning his own law firm for the past 5 years, John has found it difficult to manage all of his clients across multiple software platforms. He’s noticed information tends to get misplaced due to switching between the different softwares to store specific case data. He’s been looking to increase his case intake by 45% within the next 16 months but feels as though he needs to optimize case intake and management.
Needs:
Contact potential leads
A platform where he can manage all clients
Ability to view all information about specific cases
Pain points:
Using multiple software platforms to store case information
Losing clients due to inability to respond frequently
Utilizing his own time to reach out to potential leads
The creation of this persona led to a few key aspects of the site. It was realized:
Lawyers wanted clients to be contacted automatically to assure they would be contacted by the firm
Lawyers could view all their clients on an organized dashboard
Lawyers could view each individual client’s case information within one place
USABILITY TESTING
Round 1
In order to target pain points, five users were instructed to complete a series of tasks representative of tasks real users would use the platform to do. We used the existing site in order to discover where users had the most issues when using the site.
The charts below detail the success rates of each task and the amount of time users took to complete it. We also asked testers to rate the difficulty of respective tasks on a scale ranging from 1-5, with 1 being “Easy” and being “Difficult”.
User Tasks:
Does this product offer the ability to manage all prospective clients from a single platform?
Can you access client information on a mobile platform?
Does the product offer data that can be used to optimize staff performance?
Find if the product has the ability to follow up with potential clients
Is there evidence that this product has helped firms expand?
User Feedback:
3/5 Users had difficulty understanding Captorra’s products upon initial review due to unclear wording & an abundance of marketing jargon
• 4/5 Users expressed frustration when having to read large amounts of text in order to understand what was being offered
• 4/5 Users found the website was lacking visual examples of the products
DESIGN
PROPOSED SOLUTION
Information Architecture needs improvements
Add a page for individual products & specific solutions
Add more color & readable fonts
Make sure clients can view software before committing to the product
USABILITY TESTING
Round 2
Round 2 provided us with the understanding that:
Providing simplified mockups of wireframes proved to be helpful to the user when trying to understand the product upon initial site review
Digestible bits of information about the product assisted the user in navigating
Organizing the menu to include “products” and “solutions” allowed users to find information quicker
When looking for specific products they were able to access the information quickly
When searching for solutions to issues they had they found it helpful to find the solutions which then lead them to the product they were looking for
