Building a Digital Service: Key principles of user-centered design

With the rise of AI chatbots and self-service advisory applications, there’s a growing tendency towards client service delivery – both internal and external – going digital.

Despite this, few client service professionals consider their clients’ interaction with these technologies.

Whether considering a law firm client or an internal self-service application user, designing the experience around the user is crucial to uptake, use, and reaping the benefits of digitized service delivery.

In this session, we will explore:

• Key ‘Service Design’ principles every client service professional should know;
• Practical insights into understanding your user, whether internal or external;
• Examples of effective digital service delivery design; and
• Actionable methodologies for designing better digital services