Let Clients Shape the Tech: The Role of Feedback in Legal Innovation

Legal tech conversations often revolve around internal frustrations.

Slow systems, inefficient workflows, clunky interfaces, and rising operational costs dominate the agenda. And while these are important issues to solve, there’s one perspective that frequently gets left out of the room: the client’s.

In Chapter 10 of Beyond the Features, I explore how easily law firms can lose sight of the people they’re building for. Tools get rolled out based on what’s most convenient for internal teams – not what’s most valuable or intuitive for clients. Portals are built without input. Communications are restructured without consultation. Pricing models evolve without explanation.

And yet, the key to meaningful improvement often lies just one honest conversation away.

Feedback Isn’t a Threat – It’s a Competitive Advantage

Bill Gates’ quote is a simple truth that many firms need to hear: Improvement begins with listening.

In legal practice, the idea of gathering feedback is often reserved for the occasional client survey or formal tender review. But meaningful feedback – the kind that fuels innovation and builds trust – doesn’t need to be formal or rare. It needs to be part of your firm’s culture and your technology strategy.

Firms that consistently outperform on client satisfaction are rarely those with the most advanced systems. They’re the ones that ask, learn, and adapt. They understand that silence isn’t confirmation – it’s a missed opportunity.

Where Client-Centred Tech Starts

Designing client-centred legal tech begins with curiosity and humility. It means being willing to ask:

• Is this system actually easy to use for the client?

• Do our updates make things clearer, or just more complex?

• Are we delivering information in a way clients value – or just how we’re used to?

It also means creating regular, deliberate feedback loops – through:

• Post-matter surveys

• Offboarding interviews

• Informal check-ins with key clients

• Analytics and usage patterns that reveal hidden friction

These insights can shape better workflows, more intuitive client portals, clearer billing, and a more human experience overall.

Making Feedback Part of Your Strategy

Gathering feedback is one thing. Acting on it is another. At BlindSpot Solutions, I work with law firms to make client input a living part of their innovation process – helping to facilitate conversations, uncover blind spots, and translate what’s heard into actionable improvements.

When feedback informs your tech choices, you don’t just improve systems – you demonstrate that your firm is responsive, thoughtful, and committed to delivering value where it matters most.

Are your legal tech decisions guided by client feedback – or shaped by internal assumptions?

If your firm is ready to take a more client-centred approach to innovation, let’s talk. I help firms design technology experiences that reflect what clients actually want – not what we think they’ll tolerate.

You can book a free 30-minute discovery consultation via my website.

Let’s talk through where you’re at and how to ensure your next implementation starts clean, runs smooth, and sets you up for long-term success.

Get the Book

If the topic covered in this blog post resonated with you…

You’ll find even more insight, structure, and practical guidance in Beyond the Features – a straight-talking resource designed to help law firms make smarter technology decisions, drive meaningful change, and avoid the common traps of transformation.

The book builds on ideas like those discussed here, offering frameworks, reflections, and actionable advice drawn from real-world experience.

Prefer digital? Get 25% off the PDF edition by using the code BTFEOFY25 when placing your order – valid until 30 June 2025.

Prefer print? The book is also available in paperback via Amazon.