Transforming the legal experience through human-centered systems thinking.
Complex SaaS Systems
Roles & Permissions Design
Risk-Sensitive Systems
Type
My Role
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Scope & Scale
Led end-to-end design for Clio’s Roles & Permissions ecosystem, spanning user, matter, and firm-level access controls across global law firms.
Timeline
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Collaboration
Partnered closely with Engineering, Product Management (triad model), Design, Sales, and Customer Support
End Users
Impact
Modernized Clio’s permissions infrastructure to unlock mid-market growth and protect recurring revenue.
Retained $3.6K MRR account directly tied to access visibility
Mitigated $24K+ churn risk from compliance gaps
Enabled granular matter-level permissions and ethical walls
Contributed to 118–155% monthly attainment toward mid-market growth goals
Strengthened customer confidence in access governance (North Star metric)
Services
research summary
Journey map summary
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