Client-Centric Strategy Discovery
Top 50 UK Law Firm
Evidence-led client research proposal for a leading commercial firm seeking to identify unmet client needs and strategic opportunities before embarking on AI transformation initiatives.
The Challenge
A top 50 UK law firm recognises they are making strategic assumptions about client needs without sufficient evidence. While successful in traditional legal delivery, they face increasing pressure from alternative legal service providers and need to understand where clients see genuine value gaps. Previous innovation efforts have focussed on internal efficiency rather than client outcomes, leading to tools that lawyers like but clients don't experience as transformative. The partnership wants to move beyond "efficiency for efficiency's sake" toward client-validated strategic priorities that can guide future AI and technology investments.
The Solution
We proposed a Strategic Discovery Sprint focussed on evidence-led client listening across their key practice areas. Our methodology would involve confidential one-to-one interviews with 8 strategic clients, exploring unmet needs, value perceptions, and willingness to pay for enhanced services. Through a Jobs-to-be-Done framework, we would identify what clients are really "hiring" the firm to accomplish beyond basic legal work. The engagement would synthesise findings into client-validated priorities, clear value propositions by segment, and strategic themes ready to inform AI Discovery or other innovation initiatives.
Key Technologies
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