[Counsel Cast Chambers] How Legal Design Thinking Wins Repeat Clients

What was happening in your client’s life before they called you, and what happens after your last conversation ends? This Counsel Cast Chambers episode is with Laura Hartnett, who asks lawyers what happens in a client’s life before they call and after the last conversation – questions most can’t answer. Drawing on her experience as a management consultant, litigation associate, and Fortune 100 in-house counsel, Hartnett teaches design thinking for legal services: map the full client journey, including stages where the lawyer isn’t present, identify pain points, and design better solutions beyond emails and memos. She highlights small, empathy-driven changes like providing a one-page quarterly stakeholder update deck that takes about 10 minutes but reshapes the relationship. A key step many skip is getting feedback and iterating, including sharing failures. Laura gives listeners actionable tips on: 00:00 Two Questions That Change Everything 01:28 Map the Client Journey 02:33 Tiny Experiments That Wow Clients 02:55 Feedback Loops and Celebrating Failure 05:53 Rethink Legal Practice and Book Pick Connect with Laura here LinkedIn https://laurahartnett.com Connect with me Instagram Pinterest Facebook Twitter Karin on Twitter Karin on LinkedIn Conroy Creative Counsel on Facebook https://conroycreativecounsel.com