Accenture GLR

Streamlining Complex Legal Processes Through Content Strategy & UX

Role

Product/Content Designer

Industry

Legal

Duration

3 months

Problem / Opportunity

Accenture's Global Legal Review (GLR) was a years-long approval process for new tools and technologies—ensuring compliance with international data privacy laws. Two user groups were stuck in the middle:

Project Managers (PMs): Non-lawyers completing a 200+ question legal questionnaire they didn't understand
Legal Assessment Coordinators (LACs): Lawyers reviewing cases, constantly chasing incomplete information

The process was fragmented across email, SharePoint, and Excel. PMs couldn't track progress. LACs wasted time on back-and-forth. Cases took years to close.

My Role

Content & UX Designer leading the questionnaire redesign—owning content strategy, information architecture, interaction design, and developer collaboration.

Research

Stakeholder interviews: Surveyed and interviewed PMs and LACs to understand both perspectives
Question mapping: Mapped question-to-law relationships and ranked questions by legal significance; worked with LACs to map every question's legal significance—informing what to simplify, cut, or restructure
Pain point analysis: Identified where users got stuck and where LACs spent the most time
Key insight: PMs needed simpler language and clear progress tracking. LACs needed complete information and review checkpoints at key stages.

Problem / Opportunity

Project Managers (PMs): Non-lawyers completing a 200+ question legal questionnaire they didn't understand
Legal Assessment Coordinators (LACs): Lawyers reviewing cases, constantly chasing incomplete information

The process was fragmented across email, SharePoint, and Excel. PMs couldn't track progress. LACs wasted time on back-and-forth. Cases took years to close.

My Role

Content & UX Designer leading the questionnaire redesign—owning content strategy, information architecture, interaction design, and developer collaboration.

Research

Stakeholder interviews: Surveyed and interviewed PMs and LACs to understand both perspectives
Question mapping: Mapped question-to-law relationships and ranked questions by legal significance; worked with LACs to map every question's legal significance—informing what to simplify, cut, or restructure
Pain point analysis: Identified where users got stuck and where LACs spent the most time
Key insight: PMs needed simpler language and clear progress tracking. LACs needed complete information and review checkpoints at key stages.

Content Design

Consolidation: Cut questionnaire length by 50% through consolidation and conditional logic
Plain language: Rewrote legal jargon in plain language (validated by LACs for accuracy)
Information architecture: Restructured into 2 sections, 9 sub-sections, 21 pages

Interaction Design

Skip flow: PMs wanted to skip questions they couldn't answer, but LACs couldn't process incomplete submissions. Designed a temporary skip with visual indicators, requiring completion before final submission.
Review checkpoints: Automated logic couldn't catch every legal edge case. Created section-based review gates with lock icons signaling "waiting on review."
Conditional logic: Follow-up questions created unpredictable paths. Tested three approaches—landed on inline placement below the parent question to maintain context.

a black cellphone with a white letter on it

Solution

A restructured questionnaire with intuitive navigation, plain-language questions, conditional logic, and built-in review gates—reducing complexity for PMs while preserving legal rigor for LACs.

Impact

65% reduction in time to approve cases
30% increase in first-attempt approval rate
50% reduction in questionnaire length
Clicks per question reduced from 30 to 1–3

Solution

A restructured questionnaire with intuitive navigation, plain-language questions, conditional logic, and built-in review gates—reducing complexity for PMs while preserving legal rigor for LACs.

Impact

65% reduction in time to approve cases
30% increase in first-attempt approval rate
50% reduction in questionnaire length
Clicks per question reduced from 30 to 1–3

Connect with me

Whether it's a role, a project, or just a chat—I'd love to hear from you.

Connect with me

Whether it's a role, a project, or just a chat—I'd love to hear from you.

Connect with me

Whether it's a role, a project, or just a chat—I'd love to hear from you.

Chelsea Williamson