Designing a coherent and human experience in the legal sector

Objective:
To build a more consistent and personalised customer experience in the legal advisory process

With Akuyari

The challenge

A law firm wanted to strengthen its clients’ trust. They sought to design a more empathetic, clear and consistent experience in line with their human and quality positioning.

Our solution

We interviewed real clients of the firm to understand how they experienced the legal support process. We identified critical moments, emotional needs, expectations and friction points. We facilitated sessions with the team to redesign interactions, messages and key touchpoints.

Impact generated

Clarification of real emotions and expectations at each stage of the legal process.
Redesign of the customer experience from a more human, clear and empathetic perspective.
Improvement in communication tone, follow-up and management of critical moments.
Reinforcement of the firm’s positioning as a benchmark for quality and proximity.

What made the difference

A focus on the client’s emotional experience that transformed a complex service into a more understandable, reliable experience aligned with the firm’s values.

Designing a coherent and human experience in the legal sector

Objective: To build a more consistent and personalised customer experience in the legal advisory process

Objective:
To build a more consistent and personalised customer experience in the legal advisory process