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Simplifying the Arbitration Process: Ejudicate Platform

Wireframing, Information Architecture, Rapid Prototyping, Web Responsive | Senior UX/UI Designer for Ejudicate | 2021

1. Context

App Type: Web Responsive
Target Audience: Plaintiffs, Litigants and Lawyers
Role: Senior UX/UI Designer working directly with the C-level
User Base: The app was starting from scratch
Company Objective: In response to the pandemic, we aimed to provide a remote arbitration option, enabling online proceedings equipped with all the essential tools for Plaintiffs, Litigants, and Lawyers.
Ejudicate is now

2. UX Problem

The primary UX challenge in this project stemmed from the intricate legal context and the imperative to deliver a user-friendly experience within this complex framework. Understanding legal terminology, diverse claim statuses, and critical actions required by plaintiffs, defendants, and judges presented a formidable hurdle. Furthermore, the transition to remote arbitration introduced additional complexity, necessitating the provision of essential tools for online proceedings, maintaining legal compliance, security, and user confidentiality, and accommodating the diverse preferences of user groups, such as judges favoring desktop and large tablet usage. Striking the right balance between user-friendliness and legal rigor in the context of remote arbitration emerged as a paramount challenge throughout the UX process.

3. UX process

To address these specific usability concerns, we need to initiate a structured approach to UX strategy:
Grasping the Legal Landscape: The legal context presents a nuanced terrain with claims traversing through distinct statuses and intricate interactions throughout their life cycle. Additionally, it demands a keen understanding of the pivotal actions essential for Plaintiffs, Defendants, and Judges. ​
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Personas and Blueprint: Interviews with the client (business expert) and IA with FigmaJam. ​
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Mapping flaws and opportunities on current design: It's bureaucratic, but how can the user feel different? ​
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Setting UX form guidelines from benchmarks: Using the latest UX heuristics validated out there so we don't reinvent the wheel.
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Info Architecture and Navigation: I've used Card sorting within the collaborators and A/B tested with various navigation forms within the company.
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Breaking the “start claim” onboarding into steps: And flowgraming and prototyping it!
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Figuring out the most important features: With our customer panel we found out that Judges really used more desktop and large tablets for their work, so we build advanced features for them to work on those devices, such as Highlights and Notes.
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Using a material template for wireframing:
Helps wireframing with a complete design system;
Saves client's time and money smoothing the UI process;
Delivers UI designers advanced prototypes decisions, saving time.
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5. Product Outcomes

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Enhanced Legal Comprehension: A deeper understanding of the complex legal landscape, including terminology, claim statuses, and crucial actions required by Plaintiffs, Defendants, and Judges, has been achieved. This, in turn, has contributed to a more user-friendly experience.
User-Centered Personas and Blueprint: The development of user personas, along with collaboration with business experts, has ensured that the platform is designed with a strong focus on meeting user needs and expectations.
Streamlined Design: Flaws and opportunities in the existing design have been identified and addressed, leading to a significant reduction in bureaucratic elements. The user's experience has been refined to make the arbitration process feel more user-friendly.
Best Practice UX Guidelines: By adopting the latest UX heuristics, the project has been able to integrate industry-validated best practices, reducing the need to reinvent the wheel and ensuring user-centric design.
Optimized Information Architecture: Information architecture and navigation have been fine-tuned through card sorting and A/B testing, resulting in a more intuitive and efficient user journey.
Improved Onboarding: The "start claim" onboarding process has been broken down into manageable steps and carefully prototyped, streamlining the user's initial interaction with the platform.
Tailored Features: Insights from the customer panel have led to the development of advanced features, such as Highlights and Notes, catering specifically to the preferences of judges who predominantly use desktop and large tablets.
Efficient Wireframing: The utilization of a material template for wireframing has streamlined the design process, saving time and resources, and providing UI designers with advanced prototypes for quicker decision-making.
These outcomes collectively demonstrate the project's success in achieving a user-centric, efficient, and legally compliant platform for remote arbitration, improving user experiences and accommodating the needs of different user groups, especially within the complex legal context.


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