Technology in Professional Services Project: Legal services signposting

TiPS is a collaboration with Lancaster University Management School, Oxford Brookes University, Innovate UK and Hyperscale Group. AC is one of eight UK law firms selected to explore how technology can drive innovation in legal services.

Our chosen project

Getting divorced is a complex process both from a legal perspective and from a relationship one. Divorce affects nearly 41% of marriages and is a complex and often overwhelming process. Finding the right way to navigate options can be overwhelming, even making the first step. It can also be a costly process, not just from legal fees but also from making decisions related to assets and children. As a result, ensuring people are equipped with the right options is essential.

AC has launched an online platform to assist individuals and couples in navigating and understanding the options ahead of them. The platform offers guidance and tools to those looking to separate and assists people in understanding the choices they have. The service directs clients to AC’s services, referral organizations and online resources. Our matrimonial team will be the first to prototype this service, aiming to improve client engagement and brand value.

Scope of the project

Spanning eight months, this project will design a fully working platform for our matrimonial team, with future applications for other legal services. Throughout the project, we will be using new technology as well as shaping new methods for delivering legal products. This research project is headed by Paul Harker and Liz Wyatt.

Objectives

The project has three main objectives:

• Develop a client signposting platform for legal services and associations linked to AC.
• Utilise existing technologies to enhance client interactions.
• Learn design concepts for developing new products.

This is a major step for us in reaching out to more people in need who don’t know what the best direction is. We understand that whilst some people prefer to pick up the phone and speak with a divorce lawyer, more and more people are using the web to source information. We wanted to assist those people, giving them helpful advice, self-help tools and referring them on to other trusted organisations where the legal route may not be the right choice.

Matt Wort, senior partner

I was nervous to pick up the phone as I was either at work or at home and so being able to use it when on my phone was helpful. It told me all I needed to know and both referred me to one of their legal team but also to a support service that I have been using. I felt I was being supported throughout even though I wasn’t actually speaking to anyone.

Early user of the service

By participating in the TiPS project, AC is leveraging technology to enhance client services and improve access to legal aid. 84% of people in the UK have an unmet legal need and this signposting tool aims to bridge the gap, providing essential support and guidance to those navigating complex legal issues.

For more information, please contact Paul Harker or Elizabeth Wyatt.

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