You have opted out of job matches in .
To undo this, go to the 'Skills and Interests' section of your preferences.
Posted 19 days ago
Responsibilities and deliverables
About Us:
- We are an AI-powered email-to-time-entry automation tool for law firms.
- We integrate with leading legal practice management platforms to help attorneys capture billable time directly from their email activity, eliminating the tedious manual entry that costs firms revenue and lawyers their evenings.
About the Project:
- We are looking for a UX Researcher to help us identify and eliminate friction points in our product that currently drive customers to contact support.
- The goal is to reduce support volume by making the product more intuitive, self-explanatory, and resilient to common user confusion.
What You'll Do:
- Audit our existing product experience (onboarding, time entry review, integration flows, settings) and identify usability issues likely to generate support tickets.
- Analyze our existing customer support data (call transcripts, email threads, ticket patterns) to map recurring pain points to specific UX problems.
- Conduct user interviews and/or usability sessions with 5–8 customers (law firm staff, billing admins, attorneys) to validate findings.
- Deliver prioritized recommendations with clear rationale: what to redesign, why, and the expected impact on support volume.
- Produce wireframes or flow redesigns for the top 3–5 highest-impact areas, ready to hand to engineering.
- Help us establish lightweight ongoing research practices so we can keep reducing friction after the engagement ends.
What We're Looking For:
- Proven UX research experience, ideally with B2B SaaS or workflow/productivity tools.
- Comfort working with legal, financial, or other professional services software (a plus, not required).
- Strong synthesis skills — you can take messy qualitative inputs (support transcripts, interview notes) and turn them into clear, actionable insights.
- Experience tying UX improvements to measurable business outcomes (support deflection, activation, retention).
- Ability to deliver wireframes or flow diagrams alongside research findings (you don't need to be a full visual designer, but you should be comfortable communicating design direction visually).
- Ability to work independently and drive the project end-to-end with minimal hand-holding.
- Excellent written communication — your deliverables will be read by a small team and need to stand on their own.
Engagement Details:
- Project-based contract (not full-time).
- Remote, async-friendly.
- Estimated scope: 6–8 weeks, approximately 20 hours per week.
- Deliverables and timeline to be scoped collaboratively before kickoff.
What Success Looks Like:
- Six months after implementing your recommendations, our customer support team is fielding meaningfully fewer tickets in the categories you targeted, and our customers are getting more value from the product without needing to ask us how it works.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)