For decades, companies in other industries have refined techniques to better understand their customers' needs, uncover insights, and develop new-to-the-world ideas, which are now products and services we use every day. Organisations have concluded that successfully adopting these methods, known as Design Thinking, have greater financial returns than pursuing more traditional ways of operating. As the legal industry grapples with increased complexity, accelerated market deadlines, and budget constraints, design thinking holds promise to create a more delightful client experience while also increasing profitability. This book features insights from leading experts in the field.

CATHERINE ALMAN MACDONAGH, JD Catherine is a former corporate counsel and law firm executive. She now teaches and provides training and consulting services with a focus on marketing and business development, strategy, process improvement, project management, and operational and process excellence. In her practice, FIRM Guidance, she serves as "trusted advisor to the trusted advisors," whether training, coaching, or developing competitive advantages. She is also Chief Enthusiasm Officer of Mocktails LLC, which offers experiential networking training programs, including The Legal Mocktail. A Legal Lean Sigma (R) Black Belt and a certified Six Sigma Green Belt, Catherine is the CEO and a Founder of the Legal Lean Sigma Institute, which offers consulting and the first and only process improvement and project management certifications, courses, and workshops designed specifically for the legal profession. Catherine is an adjunct professor at Suffolk Law School and at George Washington University (Master's in Law Firm Management) and a frequent guest lecturer at other academic institutions. She is the author of Lean Six Sigma for Law Firms and the co-author of The Woman Lawyer's Rainmaking Game and The Law Firm Associate's Guide to Personal Marketing and Selling Skills. She is a contributing author to six books: Redefining Matter Management: A Best Practice Guide to Improving Processes and Profitability; The Lawyer's Guide to Project Management; The Bigger Picture: Driving Client Value Through Collaboration; The Lawyer's Guide to Process Improvement; and The Procurement Handbook. Catherine is a founder of both the Coalition of Professional Services Providers and the Legal Sales and Service Organization, which presents the annual LSSO's RainDance Conference. Honors and awards Catherine has received include: Fellow, College of Law Practice Management; Legal Marketing Association Hall of Fame (the association's highest honor); Boston Business Journal's 40 Under 40; two years on the prestigious MLF 50 (Marketing the Law Firm Top 50) List; and several Legal Marketing Association Your Honor Awards. ZENA APPLEBAUM Zena Applebaum is a competitive intelligence strategist, legal blogger, personal brand advocate, and trying to change the legal industry one design thinking workshop at a time. Having been one of the early pioneers of law firm competitive intelligence nearly 20 years ago, and authoring Business Intelligence for Law Firms published in November 2012, Zena shares her passion for the industry as a speaker, writer, and a contributor to blogs, including 3 Geeks and a Law Blog with topics ranging from competitive intelligence to change management, qualitative data analysis and personal branding. In 2015, Zena was inducted as a Fellow of the Council of CI Fellows and has been a sessional instructor at the University of Toronto iSchool, Rutgers University and a guest lecturer at law schools across North America. Zena honed her CI skills as the director of competitive intelligence at Bennett Jones LLP for over a decade prior to taking on her current role as national director, market insights and engagement at Thomson Reuters in Canada. In her role, Zena is responsible for client feedback and intelligence, market insights, and sales enablement. TESS BLAIR Tess Blair is a litigator and legal entrepreneur who has practiced at the intersection of law, technology, and design for more than two decades. Tess is the founder and leader of Morgan Lewis's eData practice, a About the authors x About the authors data-driven practice that combines great lawyering with technology and design to enhance the delivery of legal services. A practicing litigator, Tess serves as national discovery counsel to some of the world's largest organizations alongside her client's trial counsel, and as a core member of the litigation team, she develops and executes all aspects of the client's discovery strategy as well as optimizes her client's evidence gathering, analysis, and presentation. Tess counsels a host of Fortune 500 companies, conducting risk assessments and guiding her clients as they develop internal information governance policies and controls to address privacy, security, retention, and disposition of information and data. As leader of eData, Tess works with her team, her colleagues, and clients to design and develop tools and techniques to improve the delivery of legal services. The eData team uses process design, automation, UX, product design, application development, machine learning, and augmented intelligence tools to develop technology, process, and service solutions built to meet our clients' needs. Tess lectures regularly on civil procedure, eDiscovery, and data privacy - including cross-border discovery and data minimization - and writes frequently on eDiscovery, information governance, and data privacy for a variety of legal publications. She is the lead author of the eData Deskbook, currently in its third edition. Tess also serves as Special Discovery Master to the Eastern District of Pennsylvania. REBECCA HOLDREDGE Chief operating officer, Decipher NICOLA SHAVER Nicola Shaver is the managing director of innovation and knowledge at Paul Hastings, LLP. Her interest in design thinking was sparked in 2015 when she participated in one of Margaret Hagan's workshops and witnessed the power of empathy and user-centric design to solve problems in a more meaningful way. Since then, Nicola has introduced design thinking at two major law firms, both as an internal driver of change and as an external tool for improving client service and xi Design Thinking for the Legal Profession engagement. Nicola is an IDEO-trained design thinking facilitator, and a 2019 graduate of the Helsinki Brainfactory Legal Design Workshop (in association with the Legal Design Summit). She is also the founder of the Legal Innovation and Design Association (LID), a support and education network for innovation professionals in US law firms with an interest in service design methodologies. LANN WASSON Lann Wasson is the associate director of legal project management at Husch Blackwell LLP and is both a certified project management professional and Lean Six Sigma Green Belt. For the past 18 years he has worked closely with client teams and practice groups in their use of technology, legal project management and approaches to business model and product design. Over the years, Lann has also worked with in-house counsel to discuss how to adapt the firm's technology platforms to their needs, as well as suggest how legal project management could augment law department programs and strategies. In 2017 and 2018 the ACC recognized two of these client projects as Value Champions. JOHN ALBER John Alber serves as Futurist for the International Legal Technology Association and for the Institute for the Future of Law Practice. He writes, speaks and consults on the need to reshape the delivery of legal services to suit a future demanding excellence far beyond substantive legal skills. John has served as a transportation industry CEO, as a practicing attorney and as a law firm leader. During his 16 year tenure as Bryan Cave's Strategic Innovation Partner, that firm came to be recognized as one of the mos…