Legal Service Design and Bias with Angélica Flechas from Háptica

Legal service design is able to transform the personal experience for users interacting with legal services. Customers enter the legal system with their stories, emotions, and visions for the future. Lawyers, we have the ability to design legal services so people are able to navigate their experience with the legal system in a way that acknowledges their desires, makes it easier to make decisions, and removes bias.

This week on Legal Design IRL, Angélica Flechas and I discussed her groundbreaking work in legal service design and how lawyers must identify their blind spots and their biases and design services consciously and in the best interests of the users. 

Angélica is a designer and a lawyer from Los Andes University in Bogotá, Colombia. Angélica has been working on service design for 9 years. She fell in love with this design wave when she presented a paper at the Global Service Design Conference in Helsinki in 2012 – Servdes. Angélica founded a Service Design Consultancy Agency, HÁPTICA, operating as a Service and Legal Designer Consultant and General Manager. Angélica has worked in different areas such as retail, FMCG, finance, hotels, health care, insurance, education, construction, government, and law offices. She is also a teacher in the Business Administration and the Law program at Los Andes University. 

Tune in and learn about legal service design and removing bias.

The things we discuss are listed below.

1. How to design services consciously.
2. Why the user story is so important in legal design services.
3. Designing services that are free from bias.
4. Understanding the true intentions of your clients.
5. A real-life example of a redesigned divorce service
6. Connect with Angélica on LinkedIn

Legal design thinking: IRL. Episode 57

I am Hannele Korhonen, the founder of Lawyers Design School, and Contract Design School, and the host of Legal Design IRL (In Real Life). Each week, I offer lawyers a chance to consider a new perspective on how we do law. Sharing different perspectives is essential in legal design and allows us to slow down and reflect on different ways of approaching our work. We cover Legal and Contract Design, mindset, innovation, and managing change in a traditional environment. This is a chance to let your brain rest and wander into new areas of thinking so you can consider the type of lawyer you want to be.

If you enjoyed the talk, you could join me live every Wednesday at 8 a.m. ET on LinkedIn. The chat is open for your questions. 

Lawyers Design School is an educational hub for change-ready legal professionals and practitioners who are looking to transition from traditional practice and explore new opportunities in law. Our focus is guiding individuals through the shift from conventional methods and mindsets to design the legal life they want. With comprehensive courses, interactive workshops, and complimentary weekly sessions of Legal Design IRL interviews, lawyers see demonstrations of design thinking and innovative strategies in real-world contexts. If you’re a design-led lawyer with a voice inside you saying, “I have more to offer, and I need to let it out, but I don’t know where to start,” you’ve found the ideal platform.

Learn more about  Legal Design and Contract Design and how they can transform your work and career in the law. Courses are open now.

You can catch a replay of episode 57, Legal Design Thinking: IRL, or join me live next week and ask questions. 

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Watch all the Legal Design IRL Episodes episodes.