Chambers & Partners · 2018

Turning a paper-led publisher into a useful digital product

Research, information architecture and iterative design for a global legal audience.

My role
Lead UX Researcher and Designer

Chambers legal research platform shown on three mobile devices

7×increase in primary-goal conversion

4.5×increase in secondary-goal conversion

~3,000content items inventoried and restructured

The challenge

A respected legal publisher had to move beyond paper-led practices while preserving the trust of a demanding global professional audience. The content estate was large, the organisation was changing and user-centred design was still new internally.

What I did

Aligned leaders around business goals, user needs and a practical research plan.
Analysed 500 open survey responses, interviewed stakeholders and lawyers, and observed real research workflows.
Built a content inventory of nearly 3,000 items and ran a global card-sorting study with lawyers.
Used co-design and wireframes to turn the emerging structure into core journeys.
Tested the journeys repeatedly with users and refined the platform as the organisation moved from publishing on paper to delivering a digital product.

Indexed comparison showing the anonymised primary project-reporting goal rising from its own 1 times baseline to 7 times, and the secondary goal rising from its own 1 times baseline to 4.5 times. — Each goal is indexed to its own 1× baseline; the chart compares relative improvement, not absolute conversion rates.

What I took from it

The visible redesign mattered, but the decisive work happened underneath it: changing how the organisation understood its audience and how almost 3,000 pieces of content fit together.

“Every design decision was based on real insights… Guillermo led with both expertise and collaboration.”

Mark Lissaman, CIO, Chambers & Partners