At Wolters Kluwer, I was brought on to design a prototype for a new AI-based legal bill reviewer process for legal teams at large corporations such as Walmart. The current product was used only by Wolters Kluwer’s internal teams to review AI recommendations and make adjustments to customer’s legal invoices. The new product was to be developed directly for the customer’s (e.g. Walmart’s) internal legal billing departments.
Problem Statement
The current platform was not originally designed to support new AI features. It has been modified and adapted over time to fit in the new features, but resulted in an inefficient user experience. Users do not place much trust in the AI engine’s recommendations.
Learning the Subject Matter
The challenging part of the work was learning the subject matter well enough to design for it and be able to optimize certain processes– in a very short time frame. Before diving in and starting design work, I took some time to ask questions and speak to subject matter experts.
Research
A usability survey, drafted by my colleague, was sent to 58 internal legal bill reviewers to gauge how the current system can be improved by ranking by priority and expected efficiency impact for the following:
- Manage Productivity
- Manage Compliance
- Turnaround Time
- Employee Satisfaction
Design
I worked closely with the project lead to determine where to prioritize initial design efforts based on what we learned in the research. The biggest gap is in getting customers to trust in the AI and be able to see how it can truly improve their workflow and be a large help in cutting down turnaround time.
Mapping out the product features
Working out the details of the dashboard components
Results
The resulting deliverable was a prototype created using Adobe XD. The prototype went through many changes as it was validated with internal users. The intention of the prototype was to get sign-off from company leadership to get a better idea of what resources were needed and see the value of the work while not investing in complete development. The leadership team could see value very clearly now and were comfortable initiating development.
