Accelerating Legal AI Adoption
How I transitioned our onboarding strategy away from generic software tutorials and engineered practice-specific use cases that solved daily workflow bottlenecks for legal professionals.
154%
YoY Platform Growth
318k
Users Targeted for GenAI
161k
Monthly Active Users (Up from 83k)
+47%
Tool Utilization Lift (17% to 25%)
Project Overview & Enterprise Impact
Enterprise legal software features a notoriously steep learning curve. When Thomson Reuters set an aggressive organizational goal to scale GenAI adoption across 318,000 global legal professionals, existing generic software tutorials were resulting in significant user drop-off. The onboarding barrier was simply too high for time-starved attorneys.
To solve this, I redesigned the instructional architecture within the Legal Learning Hub. By replacing isolated feature-dumping with practice-specific workflows and narrative-driven micro-learning, we transformed how attorneys interact with AI. This new ecosystem directly supported a 154% year-over-year platform growth rate, scaled monthly active AI adoption from 83,000 to 161,000 users, and increased our dedicated GenAI "super users" from 13,000 to 35,000.
The Challenge
When confronted with a sprawling enterprise platform, users freeze. Data from our analytics team revealed that new customers were overwhelmed by the software's sheer breadth, causing them to default to basic legacy tools while ignoring high-value GenAI capabilities.
We needed to stop teaching the tool's UI and start teaching the attorney's daily workflow. The challenge lay in architecting learning paths specific enough for disparate legal disciplines (e.g., litigation, tax, employment) while respecting an attorney's near-nonexistent free time.
My Role & Execution
As the Learning Experience Designer, I owned the end-to-end instructional strategy, competency modeling, and multimedia execution. I authored foundational digital learning assets using Articulate Storyline, Rise, Adobe Premiere Pro, and Illustrator.
Beyond content creation, I partnered directly with Product, Marketing, and Legal stakeholders to conduct continuous training needs analyses (TNA). I also collaborated with Customer Success to embed learning nudges directly in-app, ensuring our educational assets intercepted users at the exact moment of workflow friction.
The Instructional Strategy & Process
We had to stop training lawyers like software QA testers and start training them like busy legal strategists. Here is how we engineered the turnaround.
Practice-Specific Workflow Mapping
A family law litigator does not utilize GenAI in the same way an M&A corporate attorney does. I collaborated with subject matter experts to scrap our generic feature overviews and engineer highly targeted learning plans for specialized legal disciplines. Instead of teaching isolated button functions, we built story-driven use cases that solved immediate daily pain points like brief summarization and contract deposition analysis.
Bite-Sized, On-Demand Architecture
Attorneys bill by the hour; they cannot dedicate 60 minutes to linear LMS courses. I structured the curriculum into modular, 5-to-10-minute micro-learning blocks. The learning architecture was completely modular: users could follow a guided narrative onboarding journey from start to finish, or they could parachute directly into specific workflow modules for on-demand performance support.
In-App Behavioral Nudging & Analytics
High-quality learning content is useless if it sits isolated in an LMS. To meet users inside their actual workflow, I partnered with the Product and Success teams to integrate our curriculum directly into the software interface. We utilized Pendo to trigger behavioral, contextual nudges based on user actions, and monitored Snowflake analytics data to iterate on drop-off points in real time.
Multimedia Campaign & CoCounsel Event ROI
To drive external engagement and excitement, I expanded our learning deliverables into high-impact multimedia formats. I scripted, edited, and produced promotional hype video content and dynamic visual branding for the flagship CoCounsel Circle customer event. This integrated multimedia campaign drove nearly 1,000 registrations and actively engaged 417 unique attendees across specialized practice-area workshops.