Concern Dialog

Concern Dialog is one of the largest law firms in Armenia, with both domestic and international practice. We designed a custom CRM that lets the firm manage clients and matters in one place, alongside a searchable library of the firm’s own cases and external precedent that lawyers can reach by keyword across national and international law. The engagement was UX and design only, handed over ready for development, and the system is now in use at the firm.

We ran the project as a full UX process with a partner from the firm involved directly. He walked us through how the practice actually works, the legal constraints that shaped it, and the real scope and limits of an ambitious brief that included internal access levels and security filtering. That access let us ground the research in the firm’s day to day rather than in assumptions: we built personas for the different roles inside the firm, mapped user flows for client intake, matter handling and case lookup, and tested the structure against how lawyers move between a client, a matter and the precedent behind it.

The core of the design is two connected systems. The first is a CRM for clients and matters, with the record structure, statuses and relationships a busy practice needs to keep work organized. The second is a case library that treats the firm’s own past cases and outside precedent as one searchable body of knowledge, retrievable by keyword and filtered by domain, covering both national and international law. Because the firm handles sensitive legal work, we designed role based access and security filters into the interface from the start, so what a given user can see and do matches their position and clearance inside the firm.

Alongside the product work we handled a small, contained rebrand. We redesigned the logo to lift the existing brand, and deliberately left the rest of the brand system untouched so the change stayed focused and low risk.