Behind the scenes at Osprey Approach: How we prioritise feature development

At Osprey Approach, we are committed to delivering innovative legal software that enhances the efficiency of your practice. We listen carefully to client feedback, and your ideas help shape the platform. However, we understand that it can sometimes be frustrating when a requested feature hasn’t been implemented yet or when other updates seem to take priority. 

This guide is designed to answer common questions about our development process, providing transparency into how we prioritise work and make strategic decisions to deliver the best value to our clients. 

Why isn’t my requested feature live yet? 

We often hear: “We’ve been asking for this feature for a while—why hasn’t it been added?” or “How many other firms need to request this before it gets implemented?” 

Our product development process involves gathering input from multiple sources,these include: 

• Feedback from client consultations. 
• Support tickets and user suggestions. 
• Regulatory and industry changes. 
• Strategic goals and internal priorities. 

Why don’t you share a detailed roadmap? 

We understand that sharing a roadmap can help clients plan and feel more informed about upcoming updates. While we don’t publish a detailed roadmap externally, we do maintain a top-level roadmap that our Client Success Managers (CSMs) use during discussions with prospects and clients. 

The reason we don’t share detailed roadmaps or release dates in advance is that priorities can shift due to new opportunities, regulatory changes, or technical challenges. Publishing detailed timelines could lead to unrealistic expectations if those plans need to evolve. 

Instead, we focus on transparent communication by providing: 

• Release notes: Updated quarterly with a summary of new features and improvements. 
• Customer support: Always available to answer questions and discuss what’s coming next. 

This approach helps us stay flexible while ensuring clients remain informed about the platform’s ongoing development. 

But this feature seems simple—can’t it be done quickly? 

Sometimes a feature request may seem straightforward, but developing and delivering it in a reliable and scalable way is often more complex than it appears. 

Here’s a simplified view of what goes into developing even any feature: 

1. Scoping: Define the feature and understand its impact on existing workflows. 

2. Design: Create an intuitive user experience and plan for edge cases. 

3. Development: Write code, test it thoroughly, and ensure compatibility across platforms. 

4. Compliance: Verify that the feature meets regulatory requirements. 

5. Testing: Conduct thorough testing to ensure the feature works as intended, is reliable, and meets quality standards. 

6. Documentation: Update user guides, support materials, and training resources. 

Why did you release x instead of y? 

It can be puzzling when an unexpected update is released before a long-requested feature. This usually happens because: 

• Teams work on different areas: Our development teams specialise in various parts of the platform, such as compliance, integrations, or user experience. While one team may be focused on a major feature, another might be delivering smaller enhancements. Additionally, timing can be a factor—some large projects may already have been in the pipeline for months, or a smaller feature may have progressed faster than expected, allowing it to be released sooner. 
• Strategic priorities: Some updates are essential for regulatory compliance or part of a larger initiative that is rolled out in multiple phases. 
• Technical requirements: Occasionally, a new feature or update depends on foundational changes or upgrades to other parts of the system. This means we may need to complete those underlying updates before we can deliver the requested functionality. 

Rest assured, we’re constantly working to balance immediate needs with long-term improvements. 

Why do some updates introduce additional clicks? 

We understand that when updates change familiar workflows, clients may feel frustrated by what seems like “extra clicks” in Osprey. However, it’s important to consider the balance between clicks, time spent, and cognitive load. 

In many cases, while a process might involve more clicks, the overall time required to complete the task is reduced. For example, breaking down a complex action into smaller, clearer steps might introduce extra clicks, but it ultimately leads to faster execution and fewer errors. 

Similarly, reducing cognitive load is a key part of modern software design. Instead of cramming too much information onto a single screen, we aim to present information in a way that’s easier to digest. Spreading content across multiple screens or steps can make the interface more intuitive and reduce the mental effort required to process everything at once. 

This design approach aligns with modern best practices, and while it can initially feel unfamiliar to users accustomed to older versions, it ultimately results in a cleaner, more user-friendly experience. 

Our commitment to make running a law firm easier 

At Osprey Approach, our mission is to empower legal professionals with reliable, innovative tools that enhance productivity and service delivery. While we can’t implement every feature request immediately, we’re committed to listening, learning, and continuously improving. 

Thank you for your ongoing feedback and partnership. If you have additional questions or suggestions, please don’t hesitate to reach out to our support team—we’re here to help every step of the way. oss the firm. But legal tech can also assist with implementing better working habits and practices that increase efficiencies and quality across operations resulting in better compliance overall.