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Creating a Collaborative Culture in Legal Services

Jul 12, 2022

The legal industry is grappling with unprecedented new dynamics. A rising demand for legal services of all kinds and a critical talent shortage has corporations increasingly turned away from their traditional service providers. Instead, they are seeking smaller law firms and alternative legal services service providers (ALSPs) who can provide better value, lower costs, and improved service levels. These providers represent a more agile, higher level of service-based economy—one based on creativity, a deep understanding of client needs, and a true representation of client value. We can assume reputable legal services providers— regardless of whether they are a law firm or an ALSP—will adhere to high professional standards and work hard to achieve the best possible outcomes for their clients. But knowing exactly how they do this and what it costs has become a high priority for their clients. Consumers of legal services now expect faster, more human, and more innovative interactions with their legal providers. They also know that, if needed, they can find the value they’re looking for elsewhere because of the healthy competition within the legal ecosystem. Originally published in Peer to Peer, ILTA’s quarterly magazine. Read full article here

 

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During this phase, we work to step away from any assumptions and guesses about what our customers needs, and let our research findings inform our decision-making. We learn more about our customers, their problems, wants, and needs, and the environment or context in which they will use the solution we offer.

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During the Define phase, we analyze our research findings from the Understand phase and determine what is the most important problem to solve — and why. This step defines the goal. Then we can give a clear problem statement, describing what our customers’ needs are that we are trying to solve, making sure that we heard and defined their problem correctly.

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This phase is an important part of the discipline in our process. People often settle for the first solution, but the most obvious solution is often not the right one. During the Solve phase, we brainstorm collaboratively with multiple stakeholders to generate many unique solutions. We then analyze our potential solutions and make choices about which are the best to pursue based on learnings in the Understand phase.

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This phase is critical in developing the right solution to our customers’ problem. An organized approach to testing can help avoid rework and create exceptional outcomes. Starting small and testing the solution, we iterate quickly, before deploying solutions across the entire project.

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