Led by Sally Roberts, Head of Customer at Legatics, and Kim Lewis, a senior consultant specializing in legal tech adoption and change management, the session highlighted the crucial role of behavioral insights in overcoming resistance and fostering engagement.
Here’s a recap of the key discussions, insights, and takeaways.
The hook cycle: A habit-forming framework
Central to the discussion was the hook cycle, a behavioral model from Nir Eyal’s book Hooked, which outlines four key stages of habit formation:
- Triggers: What prompts users to take action.
- Actions: Simple behaviors performed in anticipation of a reward.
3. Variable rewards: Elements that keep users engaged through novelty and satisfaction.
4.Investment: User effort that builds commitment and long-term engagement.
By applying this framework, the webinar demonstrated how legal tech tools like Legatics can drive consistent use and sustained adoption.
Breaking down the hook cycle for legal tech adoption
Here’s how each stage of the hook cycle contributes to the successful adoption of legal technology:
1. Triggers: setting the process in motion
Triggers initiate user engagement and come in two types:
- External Triggers: Notifications, invitations, or referrals that encourage first-time use.
- Internal Triggers: Emotional drivers, such as the fear of inefficiency or a desire to stay informed, that sustain habitual use.
Example: Legatics leverages collaborative invitations, task reminders, and efficiency-focused messaging to activate both external and internal triggers.
Actions: lowering barriers to entry
Adoption thrives on simplicity. The easier it is for users to take the first step, the more likely they are to act.
- Actions should require minimal time, effort, or mental energy.
- Integration into existing workflows reduces friction and encourages use.
Example: Legatics prioritizes intuitive interfaces, ensuring that tasks like managing transactions or tracking documents are seamless for lawyers.
Variable rewards: fostering repeated use
Rewards keep users returning, especially when they are unpredictable:
- Tribe Rewards: Social recognition from peers or clients.
- Hunt Rewards: Discovering valuable insights or updates.
- Self Rewards: Satisfaction from achieving milestones or reaching inbox zero.
Example: Legatics uses progress notifications, milestone achievements, and client feedback loops to create engaging, reward-driven user experiences.
Investment: building long-term commitment
When users invest time and effort into a platform, they become more likely to stick with it.
- Investments like customizing templates, organizing information, or creating workflows increase the likelihood of users sticking with the tool.
- The more users invest, the harder it becomes to abandon the platform, strengthening its perceived value.
Example: Legatics’ template creation and audit trail features allow users to save effort for future projects, fostering a sense of ownership.
Addressing common barriers to adoption
The webinar also tackled key obstacles that legal tech providers and firms face:
- Resistance to change: Lawyers often gravitate toward familiar tools, even if they’re less efficient.
- Social norms: Many hesitate to adopt new tools until peers or competitors do the same.
- Perceived complexity: Tools that feel cumbersome or overwhelming fail to gain traction.
Behavioral science provides solutions: By addressing emotional triggers, simplifying initial actions, and crafting meaningful rewards, legal tech tools can overcome inertia and drive adoption.
Actionable takeaways
- Understand user personas
- Tailor approaches for different user groups—partners, associates, or innovation teams—based on their unique triggers and goals.
- Simplify actions
- Seamless integration into existing workflows ensures higher engagement. Ensure initial steps are intuitive and time-efficient.
- Craft effective rewards
- Align rewards with professional values like efficiency and client service. Add variability (e.g., unexpected updates or milestones) to keep users intrigued.
- Encourage user investment
- Give users opportunities to personalize the platform or create reusable workflows. Investment builds loyalty.
Building client-centric legal tech
The principles discussed aren’t just for internal use—they also apply to external client engagement. Tools like Legatics can enhance collaboration and streamline workflows, resulting in improved client satisfaction and stronger relationships.
Conclusion
This webinar emphasised how behavioral insights can transform legal tech adoption, leading to improved efficiency, collaboration, and client experiences. For legal professionals and firms, these strategies represent a practical roadmap for overcoming resistance and maximizing the value of legal tech.
Missed the live session? Watch the recording to dive deeper into these transformative ideas. Learn how Legatics is revolutionizing legal workflows and discover actionable strategies to drive adoption in your firm.
