Exploring the Innovative Ideas in Service Industry

Abstract

This research is essential, considering there are very few differences in services between law offices in the legal services industry. In addition, the emergence of opportunities for new communities in digital form, both in the business and social worlds, requires new rules, which may become opportunities for legal practitioners. This study aims to get service innovation ideas for micro, small, and medium-scale companies (MSMEs) in the service industry, specifically for law office service companies. For this purpose, data was collected using a focus group discussion (FGD) approach attended by 30 legal practitioners as informants to find service innovation ideas in legal service-based companies. The sample was selected using a purposive sampling method with the criteria of having worked at a legal services company for at least three years, considering the need for innovation in running a business. This criterion was confirmed through initial interviews with informants. Data is analysed using content analysis. The results of this study indicate that the proposed innovation idea is closely related to the use of technology, such as the use of online platforms to promote and even conduct legal consultations, document processing automation technology, an application that functions as a reminder of the schedule, either the schedule for hearing in court or the schedule for uploading the required documents. In addition, collaboration is also needed to generate innovative ideas, both for the development of digital platforms or ecosystems as well as collaboration with other stakeholders such as prospective clients and employees to formulate service improvements and management of law office services.