SEctor: Law firm
Date: 2022
Role: UX designer
Landing pages
A successful New York Law Firm with more than 30 years of experience and over $400 million won in personal injury verdicts and settlements.
Oresky & Associates aim to become the preferred and recommended law firm that assists the Spanish-speaking population in New York with their construction and auto accidents injury cases.
DOC-CALL is a mobile application that helps connect patients with doctors of health institutions. With this app, patients can have a visit to their doctors from the comfort of their home. DOC-CALL app helps the patient schedule an appointment, pay for it, and connect via video-call with a health care professional. This app will help health institutions continue services during pandemic outbreaks potentially expand clientele, keeping their patients safe at home and doctors active making revenue.
The problem to be solved...
The main problem that DOC-CALL app is solving is the continuation of patient-doctor ambulatory consultations in a safe way. This project was needed due to the COVID-19 (coronavirus) outbreak when transportation and public places where temporary closed, but it will also benefit populations that live in remote areas that still need doctor’s assistance or even accessing to specialists geographically located far away from each other.
01The ProblemUsers don’t know that lawyers can help them get better results when they get injured in an accident. They don’t take action because they are confused and stressed.
02The GoalEducate users, communicate complex topics with
simple and friendly words, build trust.
03Business NeedsIncrease the number of quality cases, decrease the
number of calls that are not injury related cases.
04 DeliverablesQualitative insights, user personas, prototypes and
developers package.
05ConstrainsExternal SEO and Dev team.
06Strategy: Research, Analysis, Design SolutionsKey stakeholder interviews, quantitative and qualitative insights to understand the needs, behaviors, and pain points of our users.
Key stakeholders interview quotes:
Business
“We need more quality cases, construction and automobile accidents (5-4 star rating) the rest of the cases will be referred to our partners”.
— Managing Attorney
Marketing
“The cost per lead has gone up by 13% we need to improve ROI”. Provided MRD
— Marketing Director
Engineering (external team)
“We’ll make sure the development of the project implements the same SEO strategy from the website”.
— Project Manager, Law Rank
Business
“Our receptionists are getting calls from people with cases that are not injuries”.
— Office Manager
Business
“Almost all calls that inquire are from Spanish-speaking people”.
— Office Manager
- Conversions
- Registrations
- Time on task
- Call scores
01Google Ads Analytics
02Meta Ads Analytics: Facebook and Instagram
03Call Tracking Metrics: Call scoring
Criteria:
- Construction accident-related case with an injury: 5 stars
- Automobile or Premises Accidents with Injury: 4 stars
- Workers Comp not related to building or construction, Medical Malpractice,: 3 stars
- Lost wages, no injury cases, other kinds of law, existing customers: 2 stars
- Wrong Numbers, not related calls: 1 star
Qualitative Insights Call data analysis in Call Tracking Metrics
- Get professional help in Spanish.
- Get the compensation they deserve fast.
- Easily accessible customer service and information in Spanish.
- Receive valuable information over the phone or in person.
- Law firm takes care of details and further actions.
- Fees payed after settlement or verdict.
- Long ringing times.
- Called many times.
- Long wait for callbacks.
- Need to ask for someone who speaks Spanish.
- Lengthy initial intake of personal information.
- Only take injury cases.
- Don’t take cases outside NY.
- Be the leading law firm serving Spanish-Speaking Injured Individuals in NY.
- Fast and streamlined call intake service.
- Excellent Spanish-speaking customer service.
- Time efficiency through prioritizing intake primary questionnaires and sorting cases.
- Referral network with law firms that handle other types of cases and/or are in neighboring states.
In order to understand the user needs/problems, we conducted call data analysis of several months to extract insights, identify trends, and information from recorded user calls.
Using the call data analysis findings and previous user research, here are the high level design solutions:
Hierarchy and prioritization
optimizing the UI is important for UX
Reflexions and Next Steps:
- Measure impact with users through surveys.
- Audit service blueprints, find areas that need improvement.
- Research if users could also inquire via WhatsApp.
- Design and develop a landing page for construction accidents to increase conversion rates (ROI).
