45 days

Resolution Time

from 72 days

78%

Attendance Rate

from 54%

55%

Settlement Success

from 32%

82

CSAT Score

from 58

Project Background

Overview

Mediation is one of the fastest-growing alternatives to litigation and arbitration, helping parties resolve disputes collaboratively through a neutral mediator. However, most mediation processes in India and global enterprise ecosystems still rely on manual, fragmented workflows.

Current challenges include :

• Email-based communication

• Manual scheduling

• Poor visibility into case progress

• Delayed settlements

• Excel case tracking

• Offline documentation

• No centralized communication records

• Low user trust due to lack of transparency

• Lack of integration with other legal tools

Problem Statement

How might we design a secure, scalable, digital-first mediation platform that helps enterprises and individuals resolve disputes within 45 days, while improving transparency, trust, efficiency, and adoption?

Research & Discovery

Research Methodology

Research Conducted

12

Stakeholder Interviews

38

User Interviews

112

Surveys

8 Products

Competitive Analysis

6 Ops Teams

Workflow Shadowing

3

Internal Leadership

Total Participants :

46

Progress Visibility

Progress tracking reduces anxiety and improves trust

Trust Wins Over Speed

Speed alone doesn't win — trust wins through transparency

Dashboards for Buyers

Enterprise buyers need comprehensive analytics

Emotional Reassurance

Language Matters

Legal language kills adoption, clarity drives engagement

Automation Reduces Friction

Users prefer automated workflows and reminders.

Key Research Insights

User Persona

Understanding Our User

Enterprise Ops Head

Goals

• Resolve disputes faster

• View portfolio status

• Reduce escalations

Pain Points

• No centralized reports

• Manual tracking

• Vendor dependency

Mediator

Goals

• Prepare quickly

• Manage multiple cases

• Fair neutral workflow

Pain Points

• Missing documents

• Scheduling chaos

• No summaries

Claimant / Respondent

Goals

• Understand process

• Quick fair outcome

• Low stress experience

Pain Points

• Legal jargon

• Missed notices

• Fear of bias

Users need emotional support during dispute resolution

KPI & Success Metrics

Measuring Success

KPI

Avg Resolution Time

Hearing Attendance Rate

Settlement Success Rate

Ops Manual Effort

CSAT

Case Visibility Satisfaction

72 Days

54%

32%

High

58

41%

45 Days

78%

55%

-60%

82

85%

Faster closure

Better participation

Better outcomes

Automation

Better trust

Transparency

Baseline

Target

Outcome

Design Process

Discovery

Stakeholder interviews and market analysis

Research

User testing and data analysis

IA + Flows

Information architecture and user flows

Wireframes

Low to mid-fidelity prototypes

Visual UI

High-fidelity design system

Testing + Iteration

Usability testing and refinement

12 Month Design Sprint

Design Solutions

Guided Case Registration

Problem: Process confusion led to high dropout rates

Solution: Step-by-step guided flow with plain language and progress indicators

63% reduction in time to register

91% task success rate

Simplified onboarding

Smart Scheduling System

Problem: Scheduling delays caused missed hearings and poor attendance

Solution: Intelligent calendar with availability matching and automated reminders

78% attendance rate (from 54%)

Reduced scheduling time

Arbitrator Workspace

Problem: Manual arbitrator selection → bias concerns

Solution: Algorithm-driven assignment and dedicated workspace

Increased trust

Reduced disputes on arbitrator selection

Analytics & Insights Dashboard

Problem: No visibility into performance

Solution: Algorithm-driven assignment and dedicated workspace

Data-driven decisions

Improved efficiency

User & Party Management

Comprehensive party details and contact management for all stakeholders

Fewer no-shows

Usability Testing

Testing Participants

6

Ops Teams

7

Arbitrators

5

Respondents

3

Internal Leadership

Total :

18 user tested

Testing & Validation

92%

Task Success Rate

48%

Drop Time on Task

61%

Drop Error Rate

84

SUS Score

Core Learnings

Product Learnings

• Legal tech wins through trust + speed

• UX can become competitive moat

• Transparency reduces escalations

Design Learnings

• Simplicity beats feature overload

• Dashboards must be actionable

• Tables need power-user ergonomics

Business Learnings

• Faster closures = stronger retention

• Better participation = higher resolution success

• Analytics = upsell opportunity

Final Impact Summary

The redesigned arbitration platform transformed a fragmented legal workflow into a modern enterprise dispute resolution ecosystem

Faster

Transparent

Scalable

User-friendly

Enterprise-ready

This is where the short version ends.

The thinking, trade-offs, and iterations continue beyond this page.

happy to discuss them one-on-one on call

Lets build
something great
together

I'm always open to conversations around design and building meaningful work. Feel free to reach out through any of the channels.

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