Being professionally involved in both topics, I can see several possibilities where CX can be directly applied to legal topics.
To name some of them:
- Soft law with the legal language that is „closer“ to the average person
- Digital systems (like e-Citizens) that make it easier for parties involved to see the status of the specific court proceeding and to interact with courts
- One-to-one interaction between legal representatives and clients
So, even for rather „formal“ topics, such as legal ones, there are numerous possibilities to improve experience of parties involved, making often difficult situations more understandable and faster resolved.
The first step is putting oneself in client´s shoes and creating a Customer journey map. Because, however you might feel competent, just remember:
You are not your client!