We interviewed Thierry Perrouault, General Counsel in charge of Innovation within Orange’s Legal Division to discuss this digital transformation project with Amurabi
As Legal Operations Director at Orange, you recently led a wide digitalization project within the legal division, applying the “user-centric” methodology. What is this user-centric approach?
It’s quite simple. The user-centric approach is based on 2 observations: 1. If I’m provided with something I don’t really need, I won’t use it ; 2. Tech is at our service, not the other way round.
It’s the same reasoning for legal services: both for legal advice, contract production and litigation, my day-job is based on habits, constraints, interactions with others, processes, workflows… If we’re not careful, all this generates a plethora of “things” and a complexity which depart us from our core mission, directly limits our individual and collective efficiency and our satisfaction at work.
The precise analysis of user journeys, of their primary and secondary tasks, and above all their needs enables us to put users at the center of the game and to create an ecosystem and services which are truly beneficial to them.
Only the empathic knowledge of users and their practical needs enable us to improve our processes to regain ownership of our time, and keep focused on our core job.
This enables us to free ourselves from repetitive, time-consuming tasks, to benefit from transverse collaboration, and from an organized access to our files, contracts and templates to simplify.
You’ve chosen to apply the “legal design” methodology to create and implement the roll-out plan of these new tools for the 700 lawyers at Orange, why?
Simply because legal is the practical and natural implementation of user-centricity to law.
Legal design is namely based on «design thinking », and its 5 steps: understanding the users, framing the problem, identifying a solution, prototyping the solution and testing it.
The aesthetic dimension is both important and non-essential : the point of this methodology is to make daily tasks easier and seamless.
Can you share your feedback on this legal design project conducted with Amurabi in about 3 months?
We had created the new services and tools for our users entirely based on user-centricity and design thinking. It was thus obvious to build on the same methodology to launch and roll-out the project.
Choosing Amurabi was the right decision: the concrete result is a key and long-lasting asset for the Legal Division at Orange. I’s an internal website and a key visual which immediately generated emotion among users: the deliverables created the expected leverage effect to generate engagement with new tech tools and new ways of working.
Are there any aspects of the project you did not expect ? Any negative points ?
Actually, the key visual of the tools enables us to even better grasp the interaction and the use of the various tech tools at stake. Visuals structure thought. I was convinced to start with, and I’m even more so.
Further to this project, how would you define the value of legal design for legal divisions which aim at transforming their way of working, namely through digitalization ?
In a nutshell : inherent to change.
Legal Design is inherent to the transformation of legal divisions: it is both tailored and key to legal change management.
Discover the overview of the project here.