Better Adoption By Understanding The UserWe recently explored this issue in a webinar with Judi Flournoy, Chief Information Officer at Kelley Drye & Warren LLP. Judi emphasized the importance of continuously asking not 'What technology do I need?' but rather 'What problem am I trying to solve?' Those answers go back to conversations with the end users: the firm's lawyers. This represents a substantial departure from the historical approach, wherein the IT department considered itself the expert, pushing technology that it decided was useful onto the firm's lawyers without considering their needs.To determine the true pain points that lawyers experience, Judi focuses on building human connection through empathy, the first step in Design Thinking.
Understanding Users' Problems With TechnologyIt's easy for legal technology providers to blame lawyers for their poor user adoption rates.Lucky for us, we have a long enough history in the legal industry, and a deep enough knowledge of our audience, to see through those excuses. The truth is, lawyers don't use their technology for a host of reasons:
- it doesn't occur to them to use it, because they don't remember that they have it at the moment when they need it;
- the technology is outside of their established workflow and represents an unwelcome interruption;
- the program is too hard to learn or to navigate;
- they don't have time to stop their billable work and explore a new tool or access training sessions; and
- they don't clearly see how using the technology would benefit them.