Mapping the client journey is an eye-opening exercise that highlights inefficiencies and bottlenecks in your firm’s processes. By dissecting each stage of the client’s experience, from initial contact ...

Plotting each point of a client's interaction with your firm can help you improve the delivery of legal services and deepen key relationships, advises Adrienne Halladay Outside the legal industry, ...

Recently, at the Smokeball Spark 2023 conference, Talya Faigenbaum, director at Nest Legal, discussed how she uses human-centred design principles to build her firm. This content is available ...