About Morgan & Morgan
Morgan & Morgan is an American law firm. The firm focuses on personal injury, medical malpractice and class action law suits. With offices in all 50 U.S states, Morgan & Morgan shifts its focus to digital transformation and implementing platform technology. It aims to assist its employees with the right tools to complete their day-to-day operations faster and more efficiently.
Litify - Case Management Platform
The firm built and owns its own case management platform technology: Litify. Built on Salesforce, Litify helps streamline and automate the firm's case management, document generation, timekeeping, billing and client communications. The platform also provides data-driven insights that allow other law firms and legal teams that implement its technology to scale and improve performance.
Project Overview
With the early stages of Litify being tailored and implemented, my job as a Product Designer was to understand its current state operations, specifically for its Case Opening winterface, its user pain points, and provide a design solution that would best meet the firm's user needs.
With the early stages of Litify being tailored and implemented, my job as a Product Designer was to understand its current state operations, specifically for its Case Opening winterface, its user pain points, and provide a design solution that would best meet the firm's user needs.
Case Opening Workflow
Case Opening Workflow
Case Opening simply means the firm is internally administrating the process of a temporary or ongoing case such as collecting and reviewing its necessary financial, legal, medical, or social history information about the client.
Current State
Problems
- The follow-up call to the Client from the Case Manager is not an efficient process/conversation when going over the Client Questionnaire, resulting in many unsatisfactory client experience.
- The Case Manager wastes a lot of time creating Role records from the Questionnaire data, as there is no streamlined automated process. Each Role record is created manually by the Case Manager using multiple screens, while opening multiple windows.
Research
I conducted 10 - 15 Zoom interviews with case managers across the firm's key states to get a better understanding of what day-to-day operations were like.
I asked each Case Manager questions about their daily operations, interactions with Clients, the current process, and ways how it can be improved.
- Every client and case is different. Depending on the client and their situation, certain types of data could or could not be captured, resulting in each filled-out Questionnaire being unique
- The case manager didn't know how much data was enough or too little, resulting in inconsistency during the follow-up call. Sometimes multiple follow-up calls to the Client were made to ensure all necessary data was captured.
- Case Managers were using multiple screens and windows to review the filled Questionnaire and create Role records, resulting in excessive manual entry and inconsistent data entry
Solutions
- Design the Questionnaire in Litify to be dynamic enough to capture each possible data point from the Client
- Set minimum data field requirements on the Questionnaire in Litify, so the Case Manager can focus on capturing the most important data needed to reduce time and effort on the follow-up call
- Automate the generation of multiple Roles based on the required data that was entered into the Questionnaire
Final Designs
