User Strategy is the deliberate, structured approach to ensuring that legal technology is not only deployed but actively used by its intended audience. It focuses on adoption, usability, and behavioural change – the human factors that determine whether a technology investment delivers value or becomes an expensive ornament.

Legal tech projects often fail not because the technology is inadequate, but because users resist change. Lawyers are creatures of habit, trained to prioritise certainty and minimise risk. Introducing new systems disrupts familiar workflows, creating friction and scepticism. Without a strategy to address these behavioural dynamics, even the most sophisticated tools will gather digital dust.

User Strategy tackles this challenge head-on. It combines change management principles with user-centric design, ensuring that technology aligns with real-world needs and is intuitive to use. It embeds communication, training, and feedback loops into the rollout process, transforming resistance into engagement. In short, User Strategy is the bridge between technical capability and practical utility.

The scope of User Strategy includes:

◼️User Profiling: Understanding roles, pain points, and behavioural drivers.

◼️Change Management: Designing communication and engagement plans to build buy-in.

◼️Training Programmes: Delivering role-specific education for legal and business users.

◼️Usability Testing: Validating intuitive design and workflow alignment.

◼️Feedback Loops: Capturing user input for continuous improvement.

◼️Performance Metrics: Tracking adoption rates and usage patterns.

◼️Support Infrastructure: Providing helpdesk, FAQs, and ongoing assistance.

◼️Behavioural Incentives: Using gamification or recognition to encourage adoption.

The User Strategy station is considered a Repeater resource within the GLS Legal Operations model.

A Repeater Resource: Supports the performance of multiple "critical" legal functions and as such represents a "ripple effect" productivity intervention point. 

The best practice features of the GLP are as follows:

◼️Behavioural Insights: Leveraging psychology to drive cultural alignment.

◼️Role-Based Training: Tailored learning paths for different user groups.

◼️Adoption Dashboards: Real-time tracking of usage and engagement.

◼️Gamification: Incentivising adoption through rewards and recognition.

◼️Continuous Support: Helpdesk and self-service resources for troubleshooting.

◼️Feedback Integration: Mechanisms for incorporating user suggestions.

◼️Communication Framework: Clear messaging on benefits and expectations.

◼️Pilot Programmes: Controlled rollouts to refine user experience.

◼️Change Champions: Appointing advocates within the legal team.

◼️Post-Implementation Reviews: Assessing adoption success and improvement areas.

The User Strategy delivers the following value to the Business:

◼️Faster ROI: Ensures systems deliver value quickly by driving adoption.

◼️Operational Efficiency: Reduces reliance on manual processes and accelerates workflows.

◼️Risk Reduction: Prevents compliance gaps caused by non-use of mandated systems.

◼️Employee Engagement: Improves satisfaction by aligning tech with user needs.

◼️Strategic Enablement: Unlocks the full potential of legal technology investments.

For legal teams, User Strategy delivers:

◼️Control: Oversight of adoption and behavioural alignment.

◼️Efficiency: Streamlined processes reduce administrative burden.

◼️Defensibility: Documented adoption metrics for audits and ROI validation.

◼️Collaboration: Enhanced engagement between legal and business stakeholders.

◼️Future-Proofing: Builds a culture of adaptability for future tech initiatives.

The User Strategy is essential for:

◼️Legal Departments: Driving adoption of new systems and workflows.

◼️IT Teams: Ensuring technical solutions are embraced by end-users.

◼️Compliance Officers: Monitoring adherence to mandated processes.

◼️Risk Management: Reducing exposure from non-compliance.

◼️Executives: Maximising ROI on technology investments.

A legal team operating without a User Strategy will face a wide range of inefficiencies including:

◼️Adoption Failure: Users revert to old habits, wasting investment.

◼️Compliance Gaps: Mandated processes ignored due to poor engagement.

◼️Operational Disruption: Confusion and resistance slow down workflows.

◼️Cost Overruns: Additional training and support required post-rollout.

◼️Reputational Harm: Failed projects erode confidence in legal leadership.

User Strategy is not a technology station per se, but it heavily influences the success of tech platforms. Its tech profile includes:

◼️Adoption Dashboards: Tools for tracking usage and engagement.

◼️Training Platforms: E-learning systems for role-specific education.

◼️Feedback Tools: Surveys and analytics for user sentiment.

◼️Support Systems: Helpdesk software and self-service portals.

◼️Gamification Modules: Incentive mechanisms embedded in platforms.

1. What is user strategy in legal tech?

It’s a structured approach to driving adoption and usability of legal technology systems.

2. Why does adoption fail in legal tech projects?

Because behavioural resistance and poor change management undermine engagement.

3. How do you measure adoption success?

Through usage metrics, feedback surveys, and ROI analysis.

4. What is change management in legal tech?

A process for preparing, supporting, and guiding users through technology transitions.

5. How does usability impact ROI?

Intuitive design accelerates adoption and maximises value delivery.

6. Can gamification drive adoption?

Yes – incentives and recognition can motivate behavioural change.

7. What role does training play in user strategy?

It equips users with the skills and confidence to embrace new systems.

8. How do you design for usability?

By conducting user testing and aligning workflows with real-world needs.

9. What is behavioural change in tech projects?

The process of shifting user habits to align with new technology.

10. Why is user feedback critical?

It identifies pain points and informs continuous improvement.