Every firm we spoke to described the same bottleneck: intake forms that clients abandon halfway through, then finish over three separate emails and a phone call. The form was not the problem. The questions were asked in the wrong order.
Starting with what clients actually know
We reordered intake around certainty — starting with facts a client can answer without digging through a filing cabinet, and saving document-dependent questions for a guided upload step later in the flow.
Conditional logic means a client only ever sees questions relevant to their case type. An asylum intake and an employment-based petition intake now look almost nothing alike, because they shouldn't.
What changed for firms
Paralegals spend less time chasing missing fields and more time on the first substantive case review — because by the time a case lands on their desk, intake is actually complete.
Good intake design is invisible. The client just feels like the form understood their situation.
