Most law firms are designed for lawyers, not clients. And clients feel it. In episode 609 of the Lawyerist Podcast, Stephanie Everett sits down with Laura Hartnett to explore how design thinking can transform the way legal services are delivered.
Laura breaks down why clients often feel confused, anxious, or left in the dark, even when lawyers are doing excellent work. She shares how small changes, like rethinking communication, mapping the client journey, and understanding what happens after you deliver advice, can dramatically improve both client satisfaction and firm efficiency.
Together, they share practical ways to rethink your processes, clarify your communication, and deliver work clients can actually understand and use. If you want to build a law firm that feels clearer, more human, and easier to work with, this episode offers a smarter approach to designing your practice.
Listen to our previous episodes on Client Experience & Designing Better Legal Services.
- #606: Breaking the Copycat Cycle: Building a Law Firm with Personality, with Patrick Patino Apple | Spotify | LTN
- #600: Designing a Law Firm You Actually Want to Run, with Stephanie Everett Apple | Spotify | LTN
- #597: What Lawyers Get Wrong About Teaching Clients and Teams, with Danielle Hall Apple | Spotify | LTN
- #462: Designing an Empathetic Client Experience, with Kirk Simoneau Apple | Spotify | LTN
Links from the episode:
https://laurahartnett.com/
https://lawyerist.com/turn-ai-into-your-small-firms-advantage/
Have thoughts about today’s episode? Join the conversation on LinkedIn, Facebook, Instagram, and X!
If today's podcast resonates with you and you haven't read The Small Firm Roadmap Revisited yet, get the first chapter right now for free! Looking for help beyond the book? See if our coaching community is right for you.
Access more resources from Lawyerist at lawyerist.com.
Chapters / Timestamps:
00:00 – Introduction
04:20 – Meet Laura Hartnett
05:00 – What “Design Thinking” Actually Means
06:05 – Why Client Experience Starts with Emotion
07:45 – Stop Inheriting Your Law Firm
08:40 – Where to Start: Understanding Your Client
10:20 – Mapping the Client Journey
12:15 – The Hidden Friction in Law Firm Processes
14:30 – Why Clients Don’t Understand Your Work
16:25 – Designing Deliverables Clients Can Use
18:20 – Lessons from Other Industries
19:05 – AI, Client Expectations & New Behaviors
21:40 – Teaching Clients When to Call You
23:00 – Redesigning Legal Services for the Future
25:00 – Staying Curious About AI & Change
27:00 – Closing Thoughts
