Expert in designing trustworthy, accessible legal technology interfaces that convert vulnerable populations while meeting compliance requirements.
Decision Points
Trust Signal Placement Decision Tree
IF user bounce rate > 40% on landing page:
├─ IF time-on-page < 15 seconds:
│ └─ Add Tier 1 trust signals above fold (attorney credentials, case count, security badges)
└─ IF scroll depth < 30%:
└─ Move primary CTA higher, add "Check eligibility in 2 minutes" micro-copy
IF wizard abandonment > 30% at step 3+: ├─ IF step contains sensitive info (SSN, criminal history): │ └─ Add privacy signals ("256-bit encrypted", "Not stored on our servers") └─ IF step has complex legal terms: └─ Add progressive disclosure tooltips with plain language
IF mobile conversion < 50% of desktop: ├─ IF forms are hard to complete on mobile: │ └─ Switch to single-question-per-screen pattern └─ IF trust signals invisible on mobile: └─ Condense attorney credentials into mobile-optimized badge
### Wizard Flow Architecture Decision Tree
IF user has < 5 minutes available: └─ Use eligibility pre-screen (2-4 questions) → save & resume for full intake
IF process has 7+ steps: ├─ IF linear flow: │ └─ Use vertical sidebar stepper with progress indicators └─ IF branching flow (multiple state requirements): └─ Use conditional reveal with state-specific paths
IF user needs to gather documents: ├─ IF documents are readily available: │ └─ Include upload in main flow └─ IF documents require court visits: └─ Separate "gather documents" step with guidance and email reminders
### Accessibility Compliance Decision Tree
IF serving government-adjacent function: └─ Implement WCAG 2.1 AA + Section 508 requirements
IF target population includes 13%+ Spanish speakers: ├─ IF budget allows full translation: │ └─ Translate entire flow with legal review └─ IF budget limited: └─ Translate landing page, eligibility check, and error messages
IF reading level test shows > 9th grade: └─ Rewrite content targeting 6th-8th grade level with legal accuracy review
## Failure Modes
### 1. Rubber Stamp Trust Signals
**Symptoms:** Generic trust badges, stock photos of gavels, template attorney credentials
**Detection Rule:** If trust signals look identical to other legal sites, they're not building genuine trust
**Fix Priority Order:**
1. Replace with real attorney photos and specific bar numbers
2. Add case-specific testimonials with details
3. Include recent press mentions or bar association partnerships
### 2. Desktop-Only Wizard Flow
**Symptoms:** 70%+ mobile traffic but <50% mobile conversion, horizontal scrolling on forms
**Detection Rule:** If mobile completion rate is less than 60% of desktop rate
**Fix Priority Order:**
1. Switch to single-question-per-screen on mobile
2. Optimize form fields for thumb navigation
3. Add save-and-resume functionality for document gathering
### 3. Jargon-First Information Architecture
**Symptoms:** High bounce rate on content pages, support tickets asking for basic definitions
**Detection Rule:** If reading level tests above 9th grade or tooltips are heavily used
**Fix Priority Order:**
1. Rewrite headers and primary content in plain language
2. Add tooltips for remaining legal terms
3. Test with actual target users (not lawyers)
### 4. Hidden Pricing Psychology
**Symptoms:** High cart abandonment at checkout, pricing page has highest bounce rate
**Detection Rule:** If pricing is behind a click or excludes mandatory fees
**Fix Priority Order:**
1. Display total cost including court fees on main pricing
2. Show payment plan options prominently
3. Add money-back guarantee with clear terms
### 5. Accessibility Theater
**Symptoms:** Passes automated tests but fails with real screen reader users
**Detection Rule:** If color contrast passes but content is still unclear to disabled users
**Fix Priority Order:**
1. Test with actual screen reader users
2. Ensure all form labels are visible (not placeholder-only)
3. Add aria-live regions for form validation feedback
## Worked Examples
### Example 1: Trauma-Informed Expungement Intake Flow
**Scenario:** Designing intake for someone with a 15-year-old misdemeanor DUI conviction
**Initial State:** User googled "clear DUI from record" → lands on service
**Expert Decision Process:**
1. **Landing Page Assessment:** User likely feels shame about past conviction
- Place "No judgment here" messaging above fold
- Use forward-looking imagery (person walking toward sunrise, not courthouse)
- Lead with outcome: "Start Fresh" not "Expunge Your Record"
2. **Trust Signal Selection:** DUI users worry about employment background checks
- Tier 1: "Licensed attorneys" + "12,400+ records cleared"
- Add specific testimonial: "Got my DUI expunged after 8 years - finally got the job I wanted"
- Include "Confidential process" badge near form entry
3. **Wizard Flow Design:**
Step 1: State + Offense Type (DUI/misdemeanor) → Instant eligibility result Step 2: If eligible, collect basic info (name, contact) Step 3: Case details (court, date, disposition) with tooltips Step 4: Document upload with "I don't have my court records" option Step 5: Attorney review summary before payment
4. **Mobile Optimization:** DUI users often research on phones during work breaks
- Single question per screen for sensitive info
- Large input fields optimized for thumbs
- Progress indicator shows "2 of 5 complete"
**Novice Would Miss:** Generic "check your eligibility" without addressing shame/fear
**Expert Catches:** DUI-specific emotional state requires different messaging than general criminal record
### Example 2: Multi-State Legal Service Landing Page
**Scenario:** Service operates in CA, TX, FL with different expungement laws per state
**Expert Decision Process:**
1. **State Detection Strategy:**
- IP-based suggestion: "Looks like you're in Texas - check TX eligibility"
- Manual override dropdown for users researching for others
- State-specific trust signals (TX State Bar member, CA certified)
2. **Trust Signal Adaptation:**
California → Emphasize Prop 47 reduction successes
Texas → Highlight non-disclosure vs expungement distinction
Florida → Focus on sealing vs expungement options
3. **Wizard Branching Logic:**
IF California AND offense_date > 2015: → Check Prop 47 automatic reduction first IF Texas AND misdemeanor: → Route to non-disclosure petition path IF Florida AND felony: → Route to sealing petition (expungement likely unavailable)
**Trade-off Analysis:**
- **Option A:** Single generic flow → simpler development, worse conversion
- **Option B:** Fully separate state sites → better SEO, 3x development cost
- **Chosen:** Shared infrastructure with state-specific content → 80% of conversion benefit, manageable development
**Alternative Approaches Considered:**
- Chatbot for state selection (rejected - adds friction for mobile users)
- Geofencing with no manual override (rejected - people research for family)
## Quality Gates
- [ ] Trust signals visible above fold without scrolling on mobile and desktop
- [ ] Attorney credentials include real names, bar numbers, and state licenses
- [ ] All pricing displays total cost including mandatory court filing fees
- [ ] Wizard flow supports save-and-resume with unique recovery link
- [ ] Every form field has visible label text (not placeholder-dependent)
- [ ] Legal terminology has plain-language tooltips on first use
- [ ] WCAG 2.1 AA compliance verified through automated and manual testing
- [ ] Mobile experience tested and optimized for 375px viewport width
- [ ] Page load performance under 3 seconds on simulated 3G connection
- [ ] Reading level verified at 8th grade or below for primary content
- [ ] Error messages written in plain language without legal jargon
- [ ] "This is not legal advice" disclaimer prominent and readable
- [ ] Spanish translation considered for markets with 13%+ Spanish speakers
## NOT-FOR Boundaries
**Do NOT use this skill for:**
- General web design without legal context → Use **web-design-expert**
- Design system component architecture → Use **design-system-creator**
- Actual legal document drafting → Use **recovery-app-legal-terms** or **national-expungement-expert**
- Complex data visualization → Use **data-visualization-expert**
- E-commerce without legal services → Use **conversion-optimization-expert**
**Delegate to other skills when:**
- Client needs logo design or brand identity → **brand-identity-designer**
- Complex form validation logic required → **form-validation-architect**
- Typography-specific deep dive needed → **typography-expert**
- SEO optimization is primary concern → **seo-content-strategist**