Support Coach

Legal problems are rarely solved with one step. After a person finds a legal help resource or receives initial guidance, they often face a complex and stressful series of next steps: filling out forms, attending hearings, gathering evidence, applying for benefits, or waiting for responses. Many people lose momentum, miss deadlines, or drop out—not because they don’t care, but because the process is overwhelming.

This task is about a system that acts as a persistent, personalized guide—helping people stay on track toward resolving their legal problem. The system understands the user’s legal goal and where they are in the process. It then sends targeted messages via text, email, or app notifications: reminders about next steps, status updates, motivational nudges, and logistical help like checklists or links.

It’s not just a calendar—it’s smart. The system adapts based on user behavior and case progress, escalating urgency if deadlines approach, or simplifying messages for users showing signs of fatigue or confusion. It encourages follow-through while also being respectful, supportive, and easy to opt in or out of.

This tool is especially valuable for court users, benefit applicants, tenants facing deadlines, or anyone navigating a multi-step process without a lawyer. It can reduce no-show rates, increase successful filings, and improve users’ confidence and trust in the justice process.

Success means that more people complete the steps needed to resolve their issue—and that they report feeling informed, supported, and in control throughout the journey.

📈 Task Completion Support

• Messages are timely and aligned with actual legal deadlines or progress points
• Clear calls to action help the user know what to do next
• Users who receive the support are more likely to complete key steps (e.g., file, attend, respond)

💬 Personalization and Relevance

• Messages are tailored to the user’s specific legal issue, case stage, and preferences
• Tone and content adapt based on prior behavior (e.g., missed steps, confusion)
• Avoids generic or overwhelming messaging

🕰️ Timeliness and Frequency

• Sends reminders at appropriate intervals—early enough to help, not so early they’re ignored
• Adjusts frequency to fit urgency and user engagement
• Tracks whether message timing improves follow-through

🧠 User Empowerment and Tone

• Language is supportive, nonjudgmental, and motivational
• Explains why each step matters and what to expect after it
• Users report feeling less confused or alone in the process

🔄 Adaptability and Responsiveness

• Updates messages based on external events (e.g., hearing rescheduled, form rejected)
• Allows users to pause, adjust, or escalate communication style
• Supports multilingual and accessible formats

📊 Impact and Feedback

• Tracks engagement (open rates, click-throughs, task completion)
• Surveys or feedback tools assess user confidence and stress levels
• Provider teams can review aggregate results and refine strategies