A provider of “eDiscovery” software for law firms were looking for a way to improve their users ability to manage large amounts of documents uploaded into their system. 

We started by attending their customer onboarding training sessions, reading documentation and meeting with product owners to understand the pain points associated with the application in general and the specifics of the current file upload and management process.

We were given access to a small group of clients that had provided the best feedback via support channels. We set up interviews with these key users and had them walk us through a typical case. Each interview was recorded for reference later during our heuristic analysis.

Our primary focus throughout the engagement was User Flow and User Experience enhancements to their File Management features.