Ed. note: This article first appeared in an ILTA publication.
Changes for law firms used to be things such as acquiring new copiers, hiring new personnel, and gradual process improvements. However, today’s pace is significantly faster, and firms must consider cloud computing, artificial intelligence, and consumer-like legal tech tools to redefine how attorneys, operations, and IT teams collaborate. Across the legal industry, success is not simply about finding the newest solution; it involves integrating innovations so seamlessly that technology feels like a natural extension of the team’s daily workflow.
Let us examine some real-world approaches to ensure that technology is tailored to each user, so that tools are not only adopted but also truly essential to the day-to-day practice and fit seamlessly into the firm.
Navigating Change in a Digital Era
Imagine sitting down to watch your favorite show, only to be handed five remotes, each controlling a separate screen. That is the state of technology in many law firms today. PDF tools overlap, platforms fail to communicate with each other, and users must cobble together their own workarounds. No wonder tech adoption so often flatlines, even after significant investments in adoption strategies.
Firm leaders are recognizing that moving from legacy on-premises infrastructure to cloud-first environments is more than a technical migration. It is a chance to achieve the kind of efficiency, flexibility, and personalization legal professionals already expect from their favorite consumer apps. The analogy is powerful — just as Spotify curates a playlist based on individual preferences, firms must curate integrated technology experiences tailored to how lawyers actually work.
The key, however, is not amassing more tools but simplifying. Law firm IT teams are focusing on implementing technology and platforms that eliminate redundancy and enhance efficiency. Actionable strategies include:
• Rationalize the tech stack: Redundant platforms can create confusion. Consolidating tools — especially those with overlapping functions — free up mental bandwidth and reduce training fatigue.
• Think like a consumer brand: Use analogies that lawyers already understand. “This new document automation tool is like Uber for contracts — fast, intuitive, and always available.”
• Deploy platforms that scale: Tools like ServiceNow are not just for IT — they are the backbone of firmwide operations. When attorneys can request support, track matters, and manage workflows in one place, adoption becomes second nature.
• Ensure a user sentiment strategy is in place: Incorporate it into any changes.
• Have all business units involved: Preparedness increases responsiveness across any team. Make sure your team has a “full toolbox.” If you only give them half of a toolbox, they will not be equipped to handle all situations.
• Prioritize security and compliance: As the legal field handles sensitive client data, ensuring that all new platforms meet stringent compliance standards is non-negotiable. Legal IT teams should bake security into every integration discussion, not tack it on at the end.
Even minor improvements count. Shaving minutes off a document review with intuitive annotation tools or using AI-driven search to retrieve case law instantly. Over weeks and months, these micro-wins create significant engagement and demonstrate the long-term value of investment, making the business case straightforward for both leadership and practice groups.
Every minute saved is a minute earned. If a new tool saves just 90 seconds on a daily task, that is equivalent to over nine hours a year per lawyer. Multiply that across a firm, and you have a compelling ROI. More importantly, those minutes translate into less frustration, more focus, and higher engagement.
Tech Adoption and the User Perspective
The best strategy means little if it does not motivate user engagement. One core truth emerges across interviews and user experience research: legal professionals are not a monolith. Some still cling to paper as if it were a security blanket, while others are already experimenting with AI-powered brief writing. Successful tech adoption means meeting users where they are, not where we wish they were. A tech adoption road map that treats everyone the same is destined to be rocky.
To better understand this, we can examine the user spectrum at a law firm. “Paper chasers” tend to prefer tactile workflows and require analogies that bridge the gap. They respond well to statements like, “This esignature tool is like FedEx — but instant and paperless.” “Power players,” on the other hand, thrive on innovation. Give them beta access to test-drive new features, and they will become your internal evangelists. Success depends on recognizing this spectrum of user personas — and then accommodating their preferences, both in terms of tech comfort and preferred learning modes.
Just as consumers binge on content in different formats, some read blogs, while others watch TikToks; similarly, law firm staff absorb tech training in diverse ways. You can offer short explainer videos for visual learners, white papers for detail-oriented individuals, podcasts featuring real deployment stories for auditory learners, and gamified experiences for competitive spirits.
It is also essential to understand that AI is not just about automation; it is about personalization. Think of it like ordering coffee on your phone: you choose your drink, size, milk type, and it is ready when you arrive. Legal tech should feel the same. Whether it is drafting a motion or scheduling a deposition, the experience should be intuitive, responsive, and tailored to your needs.
It is essential to ensure that the technology implemented at the firm is not a burden. When technology feels like a chore, it is ignored. But when it feels like a shortcut to success, it becomes indispensable. The key is consistency—small, daily wins that build trust and momentum. Whether your firm is just starting its digital journey or refining its tech stack, the path forward is paved with empathy, simplicity, and a user-first design approach.
Adoption does not happen with a single milestone but is an ongoing journey. The actual test comes not just from usage metrics, but from sentiment, which is the often-unspoken feelings users have about new tools. Are they frustrated? Are they happy? Are they getting what they need without friction?
A Clearer Picture with Data and Empathy
This is where the next leap in legal tech happens: blending complex data (who logs in, how frequently, where drop-off occurs) with qualitative, AI-powered sentiment analysis is where the next leap in legal tech happens. The newest tools do not merely count clicks; they actually listen to user interactions, picking up on keywords, tone of voice, and even stretches of silence or frustration. AI-driven feedback loops can detect when a user is stuck, disinterested, or satisfied, enabling IT and admin teams to pivot in real time.
For example, during a major deployment, AI-infused support tools might flag a spike in negative feedback around a new document management feature. Rapid response through targeted how-to content or a personal call from a champion user can turn anxiety into confidence. Over time, tracking both traditional metrics and these AI-driven sentiment signals sharpens internal change management: improvements are based not just on usage numbers, but on the actual lived experiences of lawyers and legal staff.
Metric data is only part of the equation. Layering in user sentiment offers a much clearer picture. Over time, this enables firms to track and target improvements, resulting in tangible improvements in user happiness and productivity.
Practical Ways to Harness Sentiment:
• Conduct short, focused “pulse” surveys post-training and one month after deployment.
• Use AI-driven platforms to analyze language in feedback and help desk tickets.
• Set up “open listening” office hours so staff can voice concerns or celebrate wins in a nonjudgmental setting.
• Communicate not just changes, but the rationale behind further upgrades, using sentiment data to guide tone and timing.
A Human-First Blueprint for Sustainable Tech Adoption
Successful firmwide transformation does not start with technology; it starts with empathy and understanding for the real, and sometimes messy, ways people work. Leaders who prioritize simplicity, personalization, and ongoing user engagement will find that their adoption rates increase, burnout decreases, and the returns on their IT investments surge.
The new digital law firm is not only well-equipped but also well-aligned. And as AI-backed sentiment tools keep the focus on real user well-being, firms will turn each wave of innovation into an opportunity: to create more intuitive workflows, to build genuine buy-in, and to transform “yet another tech project” into a springboard for long-term excellence.
Sue Keno serves as VP of Client Services at K2 Services. Her specialties include client management, document management, and application services within the law firm environment. She is dedicated to providing personalized, effective, and thorough service to valued clients.