Rolling out LegalTech: 10 strategic takeaways

How do you maximize the benefits of legal technology within your organization? Henchman gathered an international panel of legal tech experts to shine a light on that question. Conan Hines (Fried Frank), Aalia Manie (Webber Wentzel), and Joshua Fireman (Fireman & Co) took a deep dive into the topic, sharing their knowledge, best practices, and prime examples of how to achieve actual outcomes. ​“Hopefully I’ll get a few nuggets out of the hot air today.” Conan Hines so aptly said at the start of the discussion and that’s exactly what we got from him and his fellow panelists. 

10 key takeaways explored by experts:  

1. Holistic tech adoption

When choosing legal tech, it’s not about the bells and whistles or how much you’ve spent on a tool. It’s about whether people are using the tool and whether it serves the purpose of why it was brought into the firm​.By adopting legal technology platforms that provide value across multiple practice areas, law firms can avoid isolated tech stacks: while different silos might ask for specific solutions, it’s not sustainable (and also very hard) to maintain that type of specialization. Therefore it’s crucial to understand all practice areas, especially the ones generating the most revenue, and engage with them. 

2. User-centric approach

Gathering business requirements from all users, including lawyers, administrative assistants, and paralegals, ensures that technology adoption addresses real obstacles and needs, leading to better alignment with firm goals. 

3. Foster a culture of innovation

Adoption begins with fostering open communication and empathy. Lawyers may be cautious of change due to past experiences, but they will come around when they see the value. That is why it’s important to be able to articulate that value. You are not automating for the sake of automation, you are doing it to improve their way of working, to alleviate their paper-pushing burden, or to make their clients happier. That is the reason to believe. 
 
Showcasing incremental wins builds confidence and momentum. Leadership must communicate a clear vision of how technology can enhance operations and client service. Continuous learning and re-evaluation ensure firms stay ahead of the curve. 

4. Incremental change management

Articulating clear objectives for technology adoption and providing continuous support, training, and user feedback are essential for successful implementation. But training alone is not enough, it’s important to build skills and trust. Creating realistic user-profiles and planning for gradual implementation helps in managing complex transitions. If you know who you’re training, you can also decide on the best moment and way of organizing the training, embedding it in the way the firm runs its broader training programs. 

5. Pilot programs and ambassadors

Implementing pilot programs to test and refine technology solutions allows for evaluating effectiveness and ensures successful adoption. It’s important to use the tool in your own environment before buying it. You want to know whether it solves the problem functionally, but also if it works well on your system, if people can easily log in, and whether it’s not creating any friction. Moreover, by the time you launch, you’ll have a group of super users who thoroughly tested the tech solutions and helped to identify and address potential issues early on.

6. Detailed user personas

Know your users and make sure to cater to them, and understand who your nay-sayers are and what is stopping them from change. Creating a three-dimensional picture of users and their roles, motivation and technological skills will help you understand what tools they will benefit from. This allows for better planning and measuring progress, reassessing strategies, and maintaining the flexibility to try again if first attempts fail. A comprehensive plan, investment in people, and a commitment to continuous improvement are required. 

7. End-to-end user experience

Attention to the entire user journey, including seemingly minor steps such as login processes, is crucial for smooth adoption and avoiding setbacks. It can help to have a group of people who believe there’s an opportunity or a problem to co-own the projects. They are more likely to give you the feedback or data that you need to understand what success looks like and track against it. And as a side-effect, co-ownership also often tends to create a community around a project, as the people involved talk about it to their peers. 

8. Measurable metrics for success

Establishing clear metrics such as detailed usage statistics, user engagement levels, and the willingness of lawyers to interact with the tech team helps evaluate the success and impact of tech implementations. It can help to create a heat map based on the feedback that you’re getting: if you’re mapping the requirements against the different focus groups, you’ll be able to make the case for the change in the firm more easily. 

9. Structured implementation process

A structured process and framework for technology implementation supports a culture of continuous improvement and ensures user appreciation. Lawyers today are more aware of the potential for improved efficiency and are open to change due to economic pressure and client demands. 

10. User attachment and feedback