Lupl is a legal tech company that is developing a matter management application for legal professionals. The aim of this product is to improve collaboration and efficiency at large law firms.
As the Lupl’s user base grew, the team identified a need for a more structured UX research process. Our goal was to establish a sustainable research framework from the ground up, that could inform product development and enhance the user experience.
Our initial challenge was understanding the legal industry's intricacies, including technical limitations and confidentiality protocols. Reaching busy lawyers presented another challenge. We needed creative recruitment strategies to tap into both existing and potential user groups.
We established a standardized research process with high-quality outcomes. We leveraged existing data and familiarized ourselves with the product through direct use and competitor research. We developed user recruitment methods, including direct outreach and external panels.
The Lupl UX team laid the groundwork for a research repository in Dovetail to store the research data and support analysis and sharing. They already had a few interview transcripts, notes, and recordings, making it easy and fast to learn about user needs and catch up with the industry domain.
Additionally, we could immediately start using Lupl to become familiar with the existing features and logic. As part of the onboarding process, we had to learn about what others softwares lawyers are required to use and their competitors.
Access to the product's user base was crucial for this project.
We experimented with various recruitment channels based on the research questions:
The planning and timing of research efforts are closely aligned with the product roadmap. We collaborate closely with the Product Manager, Design Team, and Development Leads to identify upcoming items on the product roadmap and plan larger research projects (such as concept testing and discovery research) accordingly.
Throughout our collaboration, all research data was uploaded, processed, and analysed in the research repository (Dovetail), creating a powerful database of user insights. Having an organised and standardised research repository allowed us to search previous research projects and review what we have already learned about a topic. This eliminated guesswork and served as the foundation for additional rounds of generative research.
Generally, research repositories serves to organize data and facilitate effective communication of research insights to stakeholders. These evidence-backed insights help create more impactful research reports.
Additionally, our repository integrates with user feedback through API, allowing us to review and categorize each message and request. This provides us with an almost real-time overview of product feedback and feature requests.
