Legal Client Portal
A centralized internal tool that helps how clients and lawyers collaborate, schedule appointments, exchange case documents, improve communication without email back and fort.
Impact
↓ onboarding support requests , ↑ appointment completion, ↓ client follow-up emails
Scope
Workflow & UX redesign
Year
Year and Timeline
2024/25
2024/25, 6 months
Timeline
6 months
Tools
Figma, Adobe, Miro, Maze, Figjam
Role
UX Designer
Scope: Research, UX, Prototyping, Usability Testing, Visual Design, Design System.
Unified Design System, Evaluated MVP → defined roadmap → released improvements.
Challenge
How might we reduce confusion during client onboarding, reduce dependency on manual meeting coordination despite tool usage, and streamline access to essential documents for smoother workflows?
The challenge was to improving three key flows - onboarding, scheduling, and document sharing, where users frequently dropped off or defaulted to email. The goal: streamline entry, clarify next steps, and reduce support friction.
The challenge was to improving three key flows - onboarding, scheduling, and document sharing, where users frequently dropped off or defaulted to email. The goal: streamline entry, clarify next steps, and reduce support friction.
Challenge
The challenge was to improving three key flows - onboarding, scheduling, and document sharing, where users frequently dropped off or defaulted to email. The goal: streamline entry, clarify next steps, and reduce support friction.
Overview
The client-attorney portal handles getting started, booking time, and exchanging case files.
The portal handles getting started, booking time, and exchanging case files.
This work strengthens three core functions: a single, standardized entry, a guided stepwise scheduler, and readable document views with explicit metadata. Together, these patterns keep work moving - users start in the right place, finish scheduling, and find or share files without detours.
This work strengthens three core functions: a single, standardized entry, a guided stepwise scheduler, and readable document views with explicit metadata.
Success metrics delivered after improving the key user flows -
-30%
-30%
-30%
Onboarding Support Reduced
Onboarding Support Reduced
Onboarding Support Reduced
+1.5x
+1.5x
Meeting Scheduling Completion Increased
Meeting Scheduling Completion Increased
Meeting Scheduling Completion Increased
-25%
-25%
-25%
Fewer Client Follow-Up Emails
Fewer Client Follow-Up Emails
Fewer Client Follow-Up Emails
Problem
The MVP launch confirmed product interest, but usage stalled at key checkpoints. Three issues stood out:
The MVP use stalled at key checkpoints. Three issues stood out:
The MVP use stalled at 3 key checkpoints.
1.
1.
Onboarding Slowed Setup
Onboarding Slowed Setup
Up-front sign-up without inline verification, unclear field rules led to failed attempts and retries, fueling setup tickets and delayed first actions.
Up-front sign-up without inline verification, unclear field rules led to failed attempts and retries.
2.
2.
Users Abandoned Scheduling
Users Abandoned Scheduling
The calendar lived outside case context and hid key checks (who, why, when). Users second-guessed availability, exited to coordinate by phone or email.
The calendar lived outside case context and hid key checks. Users exited to coordinate by phone or email.
3.
3.
Documents triggered follow-ups
Documents triggered follow-ups
Inconsistent labels and vague upload states caused duplicate uploads and access confusion, triggering follow-up emails to lawyers.
Inconsistent labels, vague upload states caused duplicate uploads, triggering follow-up emails.
Why the MVP fell short
We had the modules (auth, scheduler, documents) but lacked context, guardrails, and status clarity, so tasks felt risky and users reverted to manual coordination.
We had the modules (auth, scheduler, documents) but lacked context, guardrails, and status clarity, so tasks felt risky and users reverted to manual coordination.
#1
Onboarding Confusion Slowed Setup
Up-front sign-up without inline verification, unclear field rules led to failed attempts and retries.
#2
Users Abandoned Meeting Flow
The calendar lived outside case context and hid key checks. Users exited to coordinate by phone or email.
#3
Document Follow-Up Emails
Inconsistent labels. vague upload states caused duplicate uploads, triggering follow-up emails.
UX Barriers
Where the experience broke and why it mattered
Where the experience broke and why it mattered
The portal’s core design weaknesses created barriers, contributing to a frustrating user experience.
Design Solution
A single mental model across onboarding, scheduling and documents.
A single mental model across onboarding, scheduling and documents.
Users faced a fragmented journey. Each task felt disconnected, forcing them to relearn navigation patterns and sift through unnecessary information. Our goal was to create a single, consistent mental model that worked across all interactions.
Each change ties directly to a measured confusion point.
Users faced a fragmented journey. Each task felt disconnected, forcing them to relearn navigation patterns. Our goal was to create consistent model that worked across all interactions.
Verify early, defer the rest - Reduce mistakes by verifying email first; collect non-critical info later.
Confirm early, defer the rest - verifying email first; collect non-critical info later.
Before: Onboarding flow was one linear form without any verification.
Account creation + profile in one step → activation errors and slow starts
I investigated common failure points and identified two fixes: verify early and defer non-critical inputs.
Before: Onboarding flow was one linear form without any verification.
Account creation + profile in one step → activation errors and slow starts
I investigated common failure points and identified two fixes: verify early and defer non-critical inputs.
Before: Onboarding flow, a linear form without any verification.
Account creation + profile in one step → activation errors and slow starts
I investigated common failure points and identified two fixes: verify early and defer non-critical inputs.
After: Because onboarding confusion was high, I added a verify - first step that confirms user type.
users enter an email → receive an activation link → email verify → set name& password → land on the dashboard.
After: Because onboarding confusion was high, I added a verify - first step that confirms user type.
users enter an email → receive an activation link → email verify → set name& password → land on the dashboard.
After: Because onboarding confusion was high, I added a verify - first step that confirms user type.
users enter an email → receive an activation link → email verify → set name& password → land on the dashboard.
Why it works: Confirms user, validates account, prevents activation errors and keeps user momentum.
Why it works: Confirms user, validates account, prevents activation errors and keeps user momentum.
Why it works: Confirms user, validates account, prevents activation errors and keeps user momentum.
Early email verification prevents activation errors; users set credentials and land directly on the dashboard to keep momentum.
One decision per screen; meeting drop offs reduced ~1.5×.
One decision per screen; meeting drop offs reduced ~1.5×.
Before: Users were abandoning the meeting booking process mid-way. They quit because the single, unstructured form with missing context was hard to parse. The same pattern showed up anywhere we asked for information from the user.
Before: Users were abandoning the meeting booking process mid-way. They quit because the single, unstructured form with missing context was hard to parse. The same pattern showed up anywhere we asked for information from the user.
Before: Users were abandoning the meeting booking process mid-way. They quit because the single, unstructured form with missing context was hard to parse.
After: Since scheduling clarity was low, I turned the booking flow into a guided, four-step journey with strong visual hierarchy and clear progress.
Inline validation + required/optional cues + progress indicators added to keep attention on one decision at a time.
After: Since scheduling clarity was low, I turned the booking flow into a guided, four-step journey with strong visual hierarchy and clear progress.
Inline validation + required/optional cues + progress indicators added to keep attention on one decision at a time.
Four-step flow with clear grouping, required markers, inline feedback, and progress indicator - people finish what they start.
Reusable components, applied portal-wide for consistency and speed.
Result: We added multi step flow and clicks, reduced cognitive load and cut mid-flow abandonment, leading to ~1.5× higher scheduling completion and fewer back-and-forth emails. Cognitive load kills usability way faster than an extra click. So it was essential we respond to it.
Result: This reduced cognitive load, leading to ~1.5× higher scheduling completion and fewer back-and-forth emails.
Four-step flow with clear grouping, one choice per step, UI focusing on inline validation and cues used for consistency and speed
Scannable Cards, Findable Files - Clear labels and metadata reduce follow-up emails
Scannable Cards - Explicit metadata reduce follow-up emails
Before: Files weren’t easy to find, scan, or trust. Cards had low contrast, weak hierarchy, and missing metadata; uploads lacked requirements, previews, and permission clarity.
Before: Files weren’t easy to find, scan, or trust. Cards had low contrast, weak hierarchy, and missing metadata; uploads lacked requirements, previews, and permission clarity.
Before: Cards had low contrast, weak hierarchy, and missing metadata; uploads lacked requirements, previews, and permission clarity.
After: Document views were rebuilt with a Card/List toggle and a clean info hierarchy to simplify and provide explicit information to the users
Each card shows the essentials at a glance - file name, case type, access, last updated, status, download. Uploads now keep requirements, previews, and permission controls in view.
After: Document views were rebuilt with a Card/List toggle and a clean info hierarchy to simplify and provide explicit information to the users
Each card shows the essentials - file name, case type, access, last updated, status, download.
Uploads now keep requirements, previews, and permission controls in view.
I defined the metadata standards and visual hierarchy, then rolled the patterns (cards, chips, toggles, search) into the design system so the same readability holds everywhere.
I defined the metadata standards and visual hierarchy, then rolled the patterns (cards, chips, toggles, search) into the design system so the same readability holds everywhere.
I defined the metadata standards and visual hierarchy, then rolled the patterns (cards, chips, toggles, search) into the design system so the same readability holds everywhere.
Readable labels, clear hierarchy and metadata with a Card/List toggle for quick scanning.
Design-system patterns (cards, status chips, permissions, search) for readable, consistent document experience.
Result: Clear labels and metadata made documents instantly findable; explicit upload and permission cues reduced uncertainty - leading to fewer follow-up emails (~25% decrease) and smoother case work for clients and staff.
Readable labels, clear hierarchy and metadata with a Card/List toggle for quick scanning.
Design-system patterns for readable, consistent experience.
Result: Clear labels, metadata made documents instantly findable;
explicit upload and permission cues reduced uncertainty - leading to fewer follow-up emails (~25% decrease) and smoother case work.
Impact - What changed after the redesign
A single start, stepwise scheduling, and readable documents reduced support, increased completions, and cut follow-ups.
A single start, stepwise scheduling, and readable documents reduced support, increased completions, and cut follow-ups.
Following improvements led to client satisfaction and portal engagement increased, while reducing manual effort of legal staff adoption.
-30%
-30%
-30%
Onboarding Support Reduced
Onboarding Support Reduced
Onboarding Support Reduced
Significant drop in onboarding‑related support requests, indicating smoother client setup
Significant drop in onboarding‑related support requests, indicating smoother client setup
Significant drop in onboarding‑related support requests, indicating smoother client setup
Single start, verify first → fewer support tickets
Single start, verify first → fewer support tickets
Single start, verify first → fewer support tickets
+1.5x
+1.5x
Meeting Scheduling Completion Increased
Meeting Scheduling Completion Increased
Meeting Scheduling Completion Increased
Increased completion rates for meeting scheduling within the portal (reduced drop‑off)
Increased completion rates for meeting scheduling within the portal (reduced drop‑off)
Increased completion rates for meeting scheduling within the portal (reduced drop‑off)
Stepwise form with context → more completions
Stepwise form with context → more completions
Stepwise form with context → more completions
-25%
-25%
-25%
Fewer Client Follow-Up Emails
Fewer Client Follow-Up Emails
Fewer Client Follow-Up Emails
Faster, more reliable document access, resulting in fewer client follow‑up emails
Faster, more reliable document access, resulting in fewer client follow‑up emails
Faster, more reliable document access, resulting in fewer client follow‑up emails
Scannable documents → fewer follow ups
Scannable documents → fewer follow ups
Scannable documents → fewer follow ups
Conclusion
What changed
People begin in the right place, finish scheduling without detours, and can find or share documents without emailing support and manual coordination.
People begin in the right place, finish scheduling without detours, and can find or share documents without emailing support and manual coordination.
What I’d do next
Request bundles for repeat tasks (intake + docs + meeting)
Queue visibility for attorneys (who’s waiting, what’s blocked)
Request bundles for repeat tasks (intake + docs + meeting)
Queue visibility for attorneys (who’s waiting, what’s blocked)
What I learned
Cognitive load kills usability way faster than an extra click. It's not about the number of actions and clicks. It's about how mentally heavy user feels.
In regulated workflows, one obvious entry + visible progress removes more friction than any single micro-optimization later.
Cognitive load kills usability way faster than an extra click. It's not about the number of actions and clicks. It's about how mentally heavy user feels.
In regulated workflows, one obvious entry + visible progress removes more friction than any single micro-optimization later.