Legal Service Delivery  /  The Design Problem
Two users. Opposite needs. One product had to serve both.
The requestor
"Is this even a legal thing?"
"Who do I even ask?"
"What information do they need?"
"Maybe I'll just email someone."
Draft / never sent
Submit through the portal
Call someone who knows someone
Wait until it escalates
"If I get it wrong, it is on record."
The front door Nobody built it
The legal professional
What they need before they can act
Practice area
Jurisdiction
Contract type
Urgency
Matter or request?
Incomplete submission
Misrouted / wrong practice area
Liability: no context provided
5x
more likely to ban
new tools outright
"Accuracy is a liability condition."
The requestor arrives
Uncertain whether they are in the right place. Not knowing what to call what they need.
The door is closed
No clear entry point. No guidance. No way to know if anyone received what they sent.
Legal waits inside
Needing structure to act. Unable to see who is on the other side or what they actually need.