Taproot Law
I worked with a group to suggest a great change to the Taproot Law website to make it more accessible and appealing to its users. We went through a series of research methods to give Taproot one of the best options possible.
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Note: The website shown is not the site for which we were able to suggest changes. It has been updated.
The Foundation
We wanted to use research methods that would help us identify the biggest problem with the Taproot website. We used:
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Heuristic Markup~ A research method to find out how users experience your product.
Accessibility Checker~ A technique that involves a smart and detailed check on the accessibility of the website.
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Some users mentioned that the website was cluttered and the information was difficult to read.
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The accessibility checker picked up the same issues.
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We decided that the best way for users to find information was to incorporate a chatbot, which would take the user directly to the information they need.
System Cracks
As a group, we analyzed chatbots and developed research questions that would give Taproot insight into the usefulness of a chatbot:
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Issues with Chatbots
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Benefits of Chatbots
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How does the older demographic respond to using a chatbot?
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Which chatbot is best to use?
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How do other law firms use chatbots?
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Weighing the Scales
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AI Chatbots using ChatGPT, etc. can be easily hacked or manipulated.
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“Breaking script” or error when unexpected questions are asked.
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Chatbots are pre-programmed
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Limitations when handling some more complex issues
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Lack of human connection/empathy which can lead to customer frustration.
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If poorly designed, it could harm the brand’s reputation.
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To continue having a chatbot run smoothly it will require high upkeep/maintenance which could lead to extra costs.
Issues with Chatbots
Benefits of Chatbots
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Answers questions in real time
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Answers can be carefully curated so as to not give out sensitive information
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Efficiently allocates labor resources
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Multiple-choice prompts for FAQs can streamline a customer's User Experience.
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Can increase customer retention numbers
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Assist customers at times when the office is not open
Bridging the Gap
Chatbot Comparison
Chatbots & The Older Demographic
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The elder age demographic is not fully on board with communicating with chatbots when online shopping.
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A great amount of individuals felt as if the chatbot did not understand their requests and was only concerned with bringing more money into the business.
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When the chatbot is tailored to meet the needs of older age groups, it will succeed.
Legal Innovation
Chatbots & Law Firms
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The use of a chatbot can take pressure off secretary staff to answer questions commonly asked over the phone.
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Can handle routine/common inquiries and collect basic information from clients.
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Can give legal tips to foster a positive client relationship.
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An effective and helpful chatbot experience can drive clients to book appointments.
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Using a chatbot can assist an individual in booking an appointment at later hours.