IDR Law projects
Overview
Following investment, this specialist law firm needed to make its operation scalable, with a digital platform tailored to its referral led business model.
Working as a UX consultant, I took a leading role in the discovery, design, and development, along with the creation of supporting content.
The resulting platform formed the basis of the firms marketing strategy, underpinning operations in all departments, and facilitating growth.
CRM discovery & design
Lead generation tool discovery, design & build
Website strategy, design & content
Content strategy & creation
The business
IDR Law are specialists in resolving Inheritance disputes, which often occur between families following the death of a parent or relative.
They receive the bulk of their clients via referrals from professional practitioners working in law or family succession, such as solicitors, will writers, or financial advisors.
The clients
For most, it is the first and only time they will face these difficult situations, which are often sensitive and complicated. they want to know if anything can be done, if it will succeed, and how much it will cost.
Referrers
Referrers have clients involved in a dispute, but do not have the required expertise to assist, so they refer them to IDR Law. They range in legal knowledge and understanding of these complicated situations.
Business development
The BD team reach out to potential new referrers and engage with existing referrers to increase referrals. They use a variety activities to engage with their referrer base, via several communication channels.
Triage
Triage take new enquiries, and make an initial assessment on whether the case would be successful. lawyers make a further, more detailed assessment, and open cases if they are legally viable.
Objectives
- Making a complex field of law understandable to people dealing with an emotionally charged situation.
- Enabling these people to find the answers they need as quickly and easily as possible.
- Improving display of enquiry data to increase efficiency of case assessments.
- Give structure to a business development process that was previously ad-hoc.
- Enabling revenue based reporting on B2B referrals for the first time.
- Enabling the launch of B2C campaigns for the first time.
The biggest challenge was to unpick complexity, identify the most important information, and simplify its presentation for all audiences, both internal and external. This required close collaboration with the legal team to make use of their experience and legal expertise.