Tyler Technologies

Redefining How
Attorneys eFile


Due to recently passed legislation, Tyler Technologies was required to provide free access to their core e-filing product resulting in a significant loss of revenue. By confirming previous and expanding upon previous assumptions we were able to provide a strategy for prioritizing and executing.


Tyler Technologies is a publicly traded software company that provides electronic filing software applications to lawyers and attorneys across the country.

Tyler Technologies logo


  • Identify features that would compensate for lost revenue streams due to the reduction in annual licensing fee
  • Uncover challenges commonly faced by attorneys and paralegals
  • Identify solutions Tyler would be uniquely positioned to develop and deliver within the southwest market
  • Prioritize features and provide a roadmap based on user insights and business intelligence


  • Stakeholder Interviews
  • Provisional Persona Workshop
  • Contextual Inquiries (10 with varying roles and firm sizes)
  • Kano Study (40-60 minute sessions with 15 unique feature concepts)
  • Feature Prioritization Workshop

My Role

I was the UX Designer assigned to provide research assistance, note transcription, presentation creation and workshop assistance. The engagement was my first foray into generative research.

Defining the Problem

We were tasked with affirming previously identified feature enhancement generated by past research and customer service records while simultaneously revealing other opportunities.

Tyler Technologies approached projekt202 specifically for our “Revealing Reality” portion of our methodology. This stage focused on understanding the client’s needs through stakeholder interviews, provisional persona workshops followed by on-site observation and contextual inquiries.

Research, Design and development process chart
projekt202 Research Methodology - "Revealing Reality"

Stakeholder Interviews

In order to provide a cohesive solution that both satisfies the customer and the company’s requirements, it is crucial to engage with all level of the product organization. We spent time speaking to 7 stakeholders ranging from VPs, managers, business analysts, and software architects.

Key Highlights
  • Highly visible project internally and externally
  • Moving into new sales model, selling directly to attorneys
  • Interference between current eFile product and new attorney services
  • “Serving public servants is our culture,” and this new approach of selling directly to lawyers could potentially harm the brand
  • “Is this our data to be using?” Would the courts and clerks be “seeing it as predatory?”

Contextual Inquiries

We observed how attorneys and law personnel perform their jobs to understand how Tyler Technologies can better serve law offices while adding value on a daily basis.

With study participants ranging from independent legal practitioners to employees within glarge law firms, our findings revealed a variety of working styles and needs when it comes to electronically submitting case documents to a judicial court.

The team quickly learned that while there were certainly issues with the software itself, the product was largely meeting resistance due to its disruption of time honored legal traditions surrounding relationships and the ability to leverage direct contacts.

An overwhelming majority of eFiling was conducted by either the legal secretaries or paralegals, with the exception of independent attorney who didn’t have a support staff.

Pie chart showing distribution of test participant
Chart demonstrating who in the office spends the most time eFiling
“I wouldn’t have a clue how to work it.”
A female paralegal walking a woman through the eFiling process in her office
A paralegal walking us through the eFiling process in her office
“Maybe someday I’ll get to the point where I’m paperless… That just scares the hell out of me.”
A legal secretary displaying a paper backup of a document that was recently filed
A legal secretary displaying a paper backup of a document that was recently filed

Affinity Diagram

In order to collate the massive data pool collected throughout the interview process, the team affinitized the data points into related themes and sentiments. The method allowed us to identify motifs and opportunities for an upcoming Kano study, while providing the client with a new perspective of their presumed eFilers.

A man and woman standing in front of a post it note covered display board
My project partner, Kelly Moran, and I creating themes based on interviews
Theme #1


Digital Affinity board

The constant need to communicate things internally to everyone in the practice means that sticky notes, shared calendars and shouting down the hall are a constant backdrop to serious legal work. To compensate for this customized approaches to work processes occur both at the individual and firm level.

Theme #2

Complexity in the Workplace

Digital Affinity board

A high bill rate means attorneys need to restrict their activities to those which warrant that cost to their clients. As a result, Paralegals and Legal Secretaries can be inundated with tasks and requests, some of which they may not have the legal background to accomplish without further direction. Sitting down and moving through their daily to dos is not always a linear process. Add in time -sensitive environment and every minuted wasted is notes. 

Theme #3

The Human Aspect

Digital Affinity board

The legal field has deep roots in human interacting with humans. The underlying structure of how the legal process happens is tethered to that so any new technologies have to be of such significant, and apparent value, that practitioners don’t mourn the loss of the interaction.

Theme #4

Product not meeting needs

Digital Affinity board

Every participant found at least some value in the eFile process (and some loved it!) but most pointed out areas where they were compensating in same way for something they felt was lost in the move to paperless - continuing to print out paper copies for storage, for example. Sometime the underlying issue is a lack of trust that their data is safe in electronic format. Other time it’s not feeling confidant about what the system wants or needs. Billing summaries and status tracking offer ways to make the process more transparent.

Design & Validation

While the project remained within our “Revealing Reality” phase it was not without a substantial amount of design work. In order to validate previously identified and newly revealed enhancement opportunities, the team prepared for a Kano study to help rank the potential value of each feature.

Kano Study

The Kano method is a theory for product development and customer satisfaction developed by Professor Noriaki Kano in the 1980s, classifying customer preferences into five categories.

Portrait of Noriaki Kano, inventor of the Kano method in the 1970’s
Noriaki Kano, inventor of the Kano method in the 1970’s

The categories are determined by asking functional and dysfunctional questions (For example how would you feel about having a car that get 200mpg Like it, Expect it, neutral, tolerate or dislike. How would you feel if you. Didn’t?)

This was followed by asking if they would pay more for a this feature, choose a service with tis feature over one for the same price, rather not use a service with the feature or no impact. I helped create the 15 feature mockups to better help participants visualize the features in question.

Feature Classifications
  • Must have
  • One-dimensional
  • Attractive
  • Indifferent
  • Reverse
Kano Attractive Feature Diagram
Multiple desktop screenshots eFile digital features
Sample of Kano screens used for the study
Screenshot of a search database
Multi-database search
“[It] would be worth $100 a month just for the ability to search cross country.”
Screenshot of an attorney dashboard
Personalized attorney dashboard
Screenshot of a multicolumn case tracking dashboard
Case indexing for tracking status of documents
Multiple individuals sitting inside a user testing lab observing a participant
The team conducting the Kano study in our on-site lab

By plotting the coefficients of each feature, we were able to determine the value of the prospective product enhancements. Results yielded a number of attractive features, common with innovation projects. Some of the top ones, included a multi database search, central dashboard for filing status and activity, and case indexing.

Plotted feature coefficient diagram
Plotted coefficients in their relation to customer satisfaction
Chart displaying features customers would be willing to pay more or choose over another service
Chart displaying features customers would be willing to pay more or choose over another service


In order to ensure the research insights and newly revealed features would be implemented correctly required a client workshop in which we could confirm the technical feasibility and priority of each feature.

Prioritization Workshop

The prioritization workshop was an opportunity to collaborate with the client, many being the original stakeholders we interviewed, to help align on which features to tackle first.

Woman speaking to a man pointing at a glass window covered in sticky notes
Kelly Moran guiding one of the client stakeholders through the excercise of prioritizing features
Two men smiling, one holding a piece of paper and reading aloud
Client engaging with the projekt202 team to help identify time and effort for each feature
Features ranked based on organizational readiness and technical effort
Features ranked based on organizational readiness and technical effort

Prioritization Workshop

After assessing the feasibility and value of each potential feature, we were able to prescribe a product roadmap that would allow the client to develop a deeply satisfying product while enabling to company to differentiate itself within the market to ultimately help generatr untapped revenue streams.

Feature roadmap
Final product roadmap for Tyler Technologies eFiling platform

Final Thoughts

Our study provided critical evidence for determining features that would make the the largest monetary impact. Coefficient diagrams, opportunity matrixes, product roadmaps along with close client collaboration provided key assets for working towards customer valued recommendations.

The project was a tremendous learning opportunity to learn about my company’s research process while altering my perspective on defining product solutions.

Convey UX Project Showcase

An exciting side, the project was elected for the 2017 Convey UX Project Showcase. At the event we discussed the design challenges involved with helping the company understand its users and, in turn, create better document submission software.

Woman standing at a table surrounded by presentation material and company swag
Kelly showing off some project collateral created for the showcase
Poster mockup of presentation
Promotional posters created for our booth