Hayhoe: Put people first
Both the structure and delivery of legal services – such as a lack of guidance and reactive communication – can cause difficulties for consumers, new research has found.
The Legal Services Consumer Panel (LSCP) also stressed the importance of human support for clients in the digital age to ensure legal services remain “responsive, ethical and empathetic”.
For the Service delivery research report on consumer experiences of family, probate, and conveyancing services, MEL Research gathered insights from an online community of 30 service users and interviewed 15 more, along with three legal professionals.
They called for improved communication and language, timely and responsive support, flexible and hybrid service models and emotional sensitivity and respect,” MEL said.
“Participants held clear expectations of what good legal services should provide, at the core of these expectations was a desire to feel informed, supported, and respected.
“Participants expected legal professionals to explain things clearly, avoid jargon, offer regular updates, and provide reassurance, particularly in moments of stress or uncertainty.”
They also compared legal services to other sectors, such as retail or banking, where they had become accustomed to features like real-time updates, named points of contact and accessible help channels.
“This reflects a wider shift in public expectation: legal services are increasingly expected to combine legal expertise with client-centred, responsive, and transparent service delivery.”
It found too that the structure and delivery of legal services caused challenges for users.
“Services often lacked clear entry points, step-by-step guidance, or defined timelines, leaving users unsure where they stood in the process or what would happen next. This lack of transparency led to confusion from the outset.
“Communication was typically reactive, with many participants reporting that they had to chase updates and felt poorly informed. This contributed to uncertainty and anxiety throughout their case.”
A lack of continuity “made matters worse”, with clients often having to repeat their circumstances to different staff members.
“Several participants described their interactions as rushed or impersonal, and some found it difficult to access legal offices, particularly in rural areas with limited transport links.
“These challenges underline the need for consistent, clear, and emotionally responsive service delivery, regardless of whether services are accessed in person or digitally.
When it came to the online community, more than nine out of 10 used email to communicate with their law firm, compared to 40% using online portals, 30% video conferencing and 27% live chat on the firm’s website.
The biggest proportion, 43%, were not given a choice in using digital tools, while 30% said it was “partly my choice” and 13% “completely my choice”. The remainder did not use any digital tools.
Off the back of the research, the LSCP also convened a workshop with regulators and representative bodies to discuss what “good service delivery should look like in a digital future”.
A separate report on this, Driving features for future delivery, said five features of good service were identified.
The first was that law firms had “a consumer-centric approach designed around the client journey”.
A digital system that saved time for providers but confused or alienated clients was “not truly consumer-centric”, it cautioned.
Good service also meant “understanding each client’s full context and needs, including vulnerabilities and communication preferences”. Technology “cannot (and should not) replace professional judgement and human insight”, but could support it.
There should be “clarity and transparency from the outset, with additional safeguards where AI [artificial intelligence] or automation is used”.
Researchers commented: “In digital and hybrid service models, clarity becomes even more critical. When users interact with portals, emails, or automated systems rather than people, the opportunity to ask clarifying questions is reduced.
“This makes it essential that processes, decisions, and responsibilities are explained in plain language, with clear instructions and consistent terminology throughout the client journey.”
The fourth feature was choice and personalisation, meaning systems that allowed users to choose how they engaged, whether face-to-face, by phone or online.
The final feature was “human support close at hand to ensure accessibility to empathetic assistance at all times”.
Researchers said: “Human support is essential to ensure services remain responsive, ethical, and empathetic, particularly when dealing with nuanced, stressful, or sensitive issues.”
Tom Hayhoe, chair of the LSCP, said: “Families and individuals facing legal challenges want more than transactions – they want to feel seen, supported, and understood.
“Our vision is for a legal services sector that combines the best of digital innovation with the enduring values of empathy, clarity, and choice. Good service delivery, in any format, must always put people first.”
Leave a Comment