• Recent Tweets

    Could not authenticate you.

JAMS

Transforming Dispute Resolution: JAMS’ Journey to a World-Class Client Portal

Background

JAMS, the largest private provider of alternative dispute resolution (ADR) services globally, manages over 14,000 cases annually. Recognized for their exceptional client service and case management, JAMS envisioned creating a cutting-edge digital experience—a client portal that would redefine how clients, neutrals, lawyers, and staff engage with ADR services.

JAMS’ leadership recognized that digital self-service and flexibility were quickly becoming essential. Clients increasingly expected seamless, mobile-first access to tools and case information—whenever and wherever needed. To remain ahead of the curve and set a new standard in ADR, JAMS partnered with UpTop to turn this vision into reality.

Challenges

The existing JAMS digital experience involved fragmented systems, inconsistent workflows, and limited self-service capabilities. Clients and internal users alike navigated disjointed processes across legacy tools like JAMSware, PanelNet, NetSuite, and OnBase. JAMS needed a unified, intuitive portal that would streamline case creation, document management, timecard submissions, scheduling, messaging, billing—and much more.

Additionally, technical complexity around system integrations, user roles, security protocols, and scalability required an expert approach to ensure the platform could evolve and support future ADR demands.

Project Info

client
JAMS
Industry
Legal & Arbitration Services
type
Web Portal
services
UX Research, UX Strategy, UX Design, Technical Discovery, Prototyping

Project Info

client
JAMS
Industry
Legal & Arbitration Services
type
Web Portal
services
UX Research, UX Strategy, UX Design, Technical Discovery, Prototyping

Background

JAMS, the largest private provider of alternative dispute resolution (ADR) services globally, manages over 14,000 cases annually. Recognized for their exceptional client service and case management, JAMS envisioned creating a cutting-edge digital experience—a client portal that would redefine how clients, neutrals, lawyers, and staff engage with ADR services.

JAMS’ leadership recognized that digital self-service and flexibility were quickly becoming essential. Clients increasingly expected seamless, mobile-first access to tools and case information—whenever and wherever needed. To remain ahead of the curve and set a new standard in ADR, JAMS partnered with UpTop to turn this vision into reality.

Challenges

The existing JAMS digital experience involved fragmented systems, inconsistent workflows, and limited self-service capabilities. Clients and internal users alike navigated disjointed processes across legacy tools like JAMSware, PanelNet, NetSuite, and OnBase. JAMS needed a unified, intuitive portal that would streamline case creation, document management, timecard submissions, scheduling, messaging, billing—and much more.

Additionally, technical complexity around system integrations, user roles, security protocols, and scalability required an expert approach to ensure the platform could evolve and support future ADR demands.
"They came up to speed extremely quickly to understand this industry and design the portal would require."
– Director of Client Systems, JAMS

Approach

UpTop led with a comprehensive Discovery & Strategy phase using Design Thinking and Lean UX methodologies. The engagement kicked off with deep stakeholder interviews, journey mapping, and competitive analysis. Technical Discovery uncovered integration gaps, platform constraints, and migration needs across JAMS’ systems.

Following this foundation, UpTop crafted user profiles, experience flows, and high-level wireframes based on key use cases like case management, invoicing, and scheduling. This strategy informed a product roadmap aligned to JAMS’ long-term goals.

Solution

Through multiple project phases, UpTop delivered a modern, responsive client portal experience that included:
  • Secure login and intuitive dashboard
  • Full document lifecycle support
  • Case creation and closure workflows
  • Calendar integration with personal scheduling tools
  • Real-time messaging and alerts
  • Timecard and invoice submission
  • Mobile-optimized interfaces
  • Personalized overviews for various user roles (Clients, Neutrals, Case Managers, Accounting)
Feature Design culminated in robust visual and interaction design, user-tested and refined across client and neutral roles. UpTop delivered clickable prototypes, annotated wireframes, and a light digital brand guideline for seamless developer handoff.

Results & Impact

The redesigned JAMS Client Portal redefined digital engagement for the ADR space. The platform not only met but anticipated the self-service demands of today’s clients—empowering them to manage their cases with greater autonomy, convenience, and satisfaction.

Internally, JAMS gained operational efficiency and scalability by consolidating fragmented tools into a unified interface. The partnership with UpTop proved instrumental in transforming a complex vision into a digital reality—cementing JAMS’ leadership in ADR innovation.

Related Case Studies

Related Case Studies

Let’s Build What’s Next. Together.
From creating innovative new products to elevating existing experiences, UpTop is ready to help you make it happen.
Let's Talk
Close
Close
Scroll to the bottom to agree