Digital White Papers

July 2013: Knowledge Management

publication of the International Legal Technology Association

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Page 43 of 61

USING DESIGN TO IMPROVE KM Using Design to Improve KM by Kate Simpson of Tangledom and Andrea Alliston and April Brousseau of Stikeman Elliott LLP Developing software, interfaces and systems that lawyers will use and engage with requires us to look over the high walls of our industry and pay attention to what's happening out there on the Web. It's never been easier to buy books, stream movies, order groceries, book flights and hotels, and even bank online. Why is it, then, that finding the right document, the right expert or completing one's CLE requirements still seems to take an inordinate amount of effort in our law firms? The products and services we use and love have undergone a transformation in the ways they are planned, designed and developed. Whether you call it user experience (UX), user-centered design (UCD), interaction design (IxD), information architecture (IA) or service/business design (for redesigning full business models and customer experiences), this field has developed into a craft that has changed the way we experience, interact and engage with websites, brands and products. Back in the formative years of the Web (the '90s), we were completely absorbed by what was possible, by what the technology could do. Now, however, it's less about how featurerich the technology is, and more about whether it does what we need it to do. It's about designing tools and services around the communications and interactions that people really care about. "When technology precedes requirements and user needs, the UX suffers — it leads to solutions in search of problems." — Peter Morville, Semantic Studios

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