The Problem
The sales process was fragmented across multiple platforms, requiring analysts to juggle strategy selection, payment, and contracts within 30 minutes. Information was inconsistent, often requiring repeated calls to clients.
The lack of a single source of truth increased complexity, delayed decisions, and demanded involvement from several team members per case.
The Process
01
Research & Discovery
Guided research with UX audits, interviews, heatmaps, surveys, and usability tests. These efforts uncovered major gaps in the intake flow and the virtual screening experience.
Research
Research efforts highlighted critical gaps across the sales process. The Virtual Screening tool required guided support for clients with accessibility needs, while the Intake Tool revealed inefficiencies due to fragmented workflows and lack of automation.
Leadership & Strategy
The initiative was driven through leadership that unified business goals with user needs. By guiding stakeholders and facilitating workshops, the team was able to map current processes, ideate, and validate solutions collaboratively.
Product Design
The new Intake Tool became a sales hub that centralized all client information required to convert an opportunity into a contract. Through a guided, step-by-step flow, analysts gained a clear overview of the lead, including case details, recommended strategies, and available payment plans—all in one place.
The Virtual Screening experience introduced a modern way for clients to understand services and select the right strategy. Enhanced with AI-driven avatar videos, the process provided clear guidance, accessibility, and support tailored to each client’s history.
Together, these solutions not only improved the experience for immigrants navigating complex legal processes, but also empowered the sales team with the clarity, efficiency, and tools needed to work smarter and faster.
The Impact
2.000+
contracts signed in the first month after launch
90%
accurate client information centralized in one intake tool
-20%
time spent in design cycles due to the use of the new design system