Rocket Lawyer · Legal tech
Connect to a Pro: making attorney consults something people finish
Scheduling a consult with an attorney was a net-new, highly regulated problem space for Rocket Lawyer with no existing playbook. I took full ownership of the strategy and design end to end. The pattern I established is now standard across the consult journey.
My role
Staff Product Designer, strategy and design lead
Partners
Product, Design, Legal Ops and Engineering
Timeline
2025 to present
Outcome
4x completed consults
1 · Context 2 · Research 3 · Insights 4 · Design 5 · Results
01 · Context
The problem
People came to Rocket Lawyer for legal help, and a consult with an attorney was often the moment that mattered most. The scheduling experience had to work for customers, for the attorneys on the other side of the booking, and within the rules that govern legal services.
There was also no mechanism for validating priorities before the company invested in them, so experience gaps tended to surface after launch instead of before.
02 · Research
How we learned
I founded the company’s first Product Advisory Board, a durable customer-insight function I built and now lead across Product, Design, Legal Ops and Engineering. It shapes roadmap strategy and surfaces experience gaps ahead of the business.
I also built the organization’s first end-to-end experience measurement strategy, introducing a true Product NPS and a post-consult CSAT program.
Product Advisory Board
Customer insight before investment
Product NPS and CSAT
First end-to-end measurement program
Funnel and cancellation analysis
Where and why consults fell through
03 · Insights
What we found
Cancellation analysis showed where the journey was breaking down and pointed us at the highest-impact service investments.
66%
of cancellations were sourced by the legal pro, not the customer
47.7%
of cancellations were no-shows
04 · Design
What we built and why
I drove iterative UX improvements across the consult journey, using funnel and cancellation data to decide what to change next. The scheduling pattern we landed on is now the standard across the consult journey.
05 · Results
The impact
4x
monthly completed consults, from 297 to 1,205
69.5% → 81.6%
weekly consult completion rate
~79%
completion rate sustained in production