Empathetic Design in Legal · Design Thinking Define • You unpack and synthesize your empathy...

Redesigning Law for Clients

Empathetic Design in Legal

#ILTACON #ILTA060

Design Thinking

Design Thinking Starts with a Mindset• Focus on human values• Craft clarity• Embrace experimentation• Bias toward action• Be mindful of process• Radical collaboration• Show don’t tell

Design Thinking Empathize• Empathy is the foundation of a human-centered design process.

To empathize, you:– Observe. View users and their behaviour in the context of their lives.– Engage. Interact with and interview users through encounters.– Immerse. Experience what your user experiences.

• To create meaningful innovation, you need to know your users and care about their lives.

Design Thinking Empathize

• Journey map• The value of extreme users• Analogies

Design Thinking Define• You unpack and synthesize your empathy findings into compelling

needs and insights, and scope a specific and meaningful challenge:– to develop a deep understanding of your users and design space and;– based on that understanding, to come up with an actionable problem

statement: your point of view. • Your point of view should be a guiding statement that focuses on

specific users, and insights and needs that you uncovered during the empathize mode.

• Framing the right problem is the only way to create the right solution.

Design Thinking Define

Point of View• We met …• We were amazing to realise ….• We created …• But it is really about …

Design Thinking Ideate• Ideate is the mode of the design process in which you concentrate on

idea generation. • It represents a process of going wide in terms of concepts and

outcomes. • Ideation provides both the fuel and also the source material for building

prototypes and getting innovative solutions into your users hands.• It is not about coming up with the right idea, it is about generating

the broadest range of possibilities.

Design Thinking Ideate

• How might we?• Just past crazy is fabulous• Analogous situations

Design Thinking Prototype• Is the iterative generation of artefacts intended to answer questions that

get you closer to final solution. • In early stages create low-resolution prototypes that are quick and

cheap to make (think minutes and cents) but can elicit useful feedback from users and colleagues.

• Refine prototypes as you get more answers to your questions.• Build to think and test to learn.

Design Thinking Prototype

• Low fidelity• Version 1 – 1.1+ • Version 2+ quick

prototyping tools

Design Thinking Test• Test is when you solicit feedback, about the prototypes you have

created, from your users and have another opportunity to gain empathy for the people you are designing.

• Continue to ask why to deeply understand the user, problem and your refine your solution.

• Testing is an opportunity to learn about your solution and your user.

Design Thinking Test

• Empathy probe

Design Thinking Tools• Stanford d.school Tool Kit

Redesigning Law

Symptoms of an Un-Empathetic SystemConsumers• A2J in US lowest among developed nations--World Justice

Project• Majority of poor & middle class unrepresented—ABABusinesses• Understanding business most sought after quality--Altman Weil• Understanding business least satisfied requirement--Altman Weil• Huge cost-value disconnect--ACC

The Opportunity in Law

•Acknowledge enormous frustration among clients•Exorcise inefficiency•Eradicate complexity•Engineer in affordability

Personal Empathy Exercise

Capture Four Channels of InfoRelating to Mobile Contracts

•SAY: What are some quotes and defining words your user said?

•DO: What actions and behaviors did you notice?•THINK: What might your user be thinking? What does this tell you about his or her beliefs?

•FEEL: What emotions might your subject be feeling? Pay particular attention to privacy concerns.

Designing an Approach to Privacy

Examples of Design Thinking in Law

KWM Integrating Design Thinking

• Design Sprints• Workshops• Education• Speakers• Working differently• Pop Ups• Experiences