ECF

overview

Best Case cloud is a leading SaaS platform designed for law firms to facilitate bankruptcy case management. It streamlines the bankruptcy process by enabling attorneys to gather essential information for required forms and file cases directly with the court—all within a single platform.

discovering the root causes

To dig into the problem, I interviewed 12 users from our quarterly survey and spoke with members of our Client Advisory Board (CAB), gathering firsthand stories of their struggles. Here’s what we discovered:

• task flow disruptions: Users often had to abandon workflows mid-task to rename files or restart processes, significantly hampering efficiency.

• lack of guidance in error handling: When an error appeared, users were given vague messages with no clear resolution path, often requiring tech support intervention.

• unclear naming conventions: Users were frequently tripped up by specific, uncommunicated file naming rules, leading to submission failures and wasted time.

To see the experience in action, I analyzed user sessions in LogRocket and mapped the journey for document preparation and filing. This combination of user stories, data, and journey mapping made it clear where the workflow was breaking down.

transforming insights into action

After uncovering the key usability challenges through our research and evaluations, we used these insights to create user story statements. These statements helped us clearly define the specific needs and goals of our users, guiding us toward developing targeted solutions that addressed their frustrations directly.

We held several meetings with stakeholders, including subject matter experts (SMEs) and developers, to review findings and explore design changes. These sessions ensured that our proposed solutions were practical and technically feasible, aligning user-friendly designs with the platform’s technical capabilities.

Here are the primary enhancements:

seamless document renaming

Instead of requiring users to leave the workflow to rename files, the new design allows users to change file names directly in a modal, keeping them in the flow and preventing interruptions.

clear messaging on filing requirements

We added a prominent alert to clarify the single-document filing limitation, and the system now auto-renames files to comply with court rules, reducing errors and confusion.

proactive error handling

The improved messaging system gives users specific guidance on resolving issues, such as corrupt files, so they can troubleshoot independently.

streamlining post-petition filings

The enhancement automatically renames documents to “postpetition.pdf” within the filing workflow, eliminating the need for users to exit and rename files manually.

leveraging client feedback for refinement

Due to a tight timeline, we couldn’t conduct full usability testing. Instead, we presented designs to our CAB members, whose feedback helped us fine-tune the workflows. One member’s comment—“Having the system automatically rename the document will be a huge help!”—confirmed we were on the right track. This iterative approach allowed us to quickly implement valuable adjustments and validate our solutions.

As we continued refining the designs, we worked closely with developers to ensure seamless integration of the proposed solutions. This collaboration allowed us to maintain a balance between improving the user experience and meeting technical constraints, ensuring that the updated workflows could be implemented successfully.

final design

view clickable prototype

measuring success through user feedback and data

After implementing these changes, we monitored user interactions through LogRocket and evaluated post-release feedback. The results showed a tangible improvement:

• 30% reduction in filing errors: Auto-renaming and clearer messaging helped users avoid naming-related issues.

• 20% faster task completion: Users could complete filings without being forced to restart workflows.

• 15% drop in support tickets: ECF Manager and filing errors became far less common, indicating a smoother experience.

key takeaways

1. importance of continuous developer collaboration: We engaged developers during the initial design phase, but unforeseen feasibility issues emerged later in implementation. This experience underscored the need for ongoing technical reviews throughout the design process to streamline collaboration and avoid last-minute challenges.

2. delays in implementation can undermine momentum: Although the designs were finalized on time, delays in implementation arose due to other priorities, leading to a prolonged release timeline. This taught us the importance of aligning design releases with development priorities and setting clearer timelines to maintain project momentum.

3. handling constraints during tight timelines: Working under tight timelines forced us to forgo formal usability testing and rely on client advisory board feedback. While this provided insights, it highlighted the risk of missing critical issues that formal testing could have identified.

4. prioritization and trade-offs: Limited time and resources required us to focus on the most critical user pain points, deferring secondary issues for future iterations. We learned to manage stakeholder expectations regarding deliverables within tight timeframes and to recognize which enhancements could wait for later releases.