Focusing on User Experience to Enhance the Practice of Law Technology is an important—indeed critical—enabler for knowledge management, but allowing the technology tail to wag the KM dog can lead to serious problems. Focusing first on user experience is difficult, time-consuming, and expensive; but doing so will help ensure success.
Patrick V. DiDomenico, Director of Knowledge Management, Ogletree, Deakins, Nash, Smoak & Stewart, P.C.
[These are my notes from the 2015 Ark Group Conference: Knowledge Management in the Legal Profession. Since I’m publishing them as soon as possible after the end of a session, they may contain the occasional typographical or grammatical error. Please excuse those. To the extent I’ve made any editorial comments, I’ve shown those in brackets.]
- Steve Jobs: “…you’ve got to start with the customer experience and work backwards to the technology. You can’t start with the technology and try to figure out where you’re going to try to sell it.”
- Technology is an important enabler for KM. So don’t be a Luddite.
- Good user experience is time-consuming and expensive to create, but worth it.
- If the user experience is too demanding, the user will become frustrated and depleted. It’s a lot like decision fatigue. (See the Isreali Parole Board study.)
- If the technology provides bad or incorrect information, the customer experience will be suboptimal.
- The best technology disappears and the best user interface disappears. They leave a great user experience.
- Don’t settle for bad user experience. Question things.