The Challenge
A large tech brand that offers software to legal professionals would like to better understand the differences and similarities between consumers’ attitudes and experiences with lawyers and lawyers’ perceptions of their efficiency at business and legal operations. They were challenged with gathering findings to inform their thought leadership papers and their annual conference content.
The Solution
Lux designed a three part program to better understand the gap between the experiences provided and the experiences expected to drive myth-busting or article validating research findings. The first was on an online survey that was conducted with consumers of legal aid to better understand what they want and need. The second was an online survey conducted with law firms from the market and from the client’s database to understand the legal perspective. And lastly a mystery shopping via email to understand what service as actually provided to customers.
The Outcome
The client left with clear findings around consumers’ perceptions and experiences of lawyers and how they correspond to lawyers’ perceptions of their work. Additionally, it provided visibility into key challenges lawyers experience in day-to-day operations and their profession. And lastly, it identified pain points in lawyers’ email responses to potential clientele to measure reality of services provided. The client wrote thought leadership using the findings which Lux reviewed and took the findings to their annual conference.
