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Accident Services Client Communication App
An app that keeps injured clients and their legal team talking during the long months after an accident.
Business goals
The client provides accident services in the legal field. People who come to a firm like this are often hurt, stressed and dealing with insurers for the first time. An injury claim can run for months while treatment continues and negotiations move slowly. Clients get anxious when they hear nothing, and staff lose hours to status calls. The client wanted an app that made communication during a case easier for both sides.
Project overview
Hexagon built a communication app for the client's accident services. Clients can see where their case stands, message their legal team, and send photos and documents straight from a phone. Staff answer from a console that keeps each conversation tied to the right case. Notifications tell clients when there is news, or when they need to do something. The app supports the people handling a case and gives clients an easy way to reach them.
Challenges faced and solved
After an accident, silence from your legal team feels like nothing is happening, even when plenty is.
Clients left wondering
Injury cases have long stretches with no visible progress, particularly during medical treatment or insurer negotiations. Clients who hear nothing begin to worry that their case has been forgotten.
We added a plain-language case stage view and notifications, so clients know where they stand and hear when something moves.
Staff tied up by phone tag
Case staff spend hours returning calls that end in voicemail, usually to pass along a small update. Time spent on that does not go toward moving claims forward.
We gave staff and clients secure in-app messaging, so a short question or update does not need a live call on both sides.
Evidence stuck on phones
Photos of vehicle damage and injuries, police reports and medical bills often sit on the client's phone. Asking for them by email or mail causes delays and lost items.
We built document and photo upload into the app, so clients send items from their phone and they land against the correct case.
Messages scattered across inboxes
When updates live across personal email, text messages and call notes, nobody has the whole picture. When a staff member is out, the next person starts from nothing.
We kept all messages in a shared, case-linked history, so anyone authorized can see what was said and pick up the conversation.
Features
| Feature | Description |
|---|---|
| Injured clients | |
| 1. Case Stage View | A simple timeline shows stages such as intake, investigation, treatment and negotiation, in language a non-lawyer understands. |
| 2. Secure Messaging | Clients send questions to their legal team without hunting for an email address or waiting on hold. |
| 3. Push Notifications | A phone alert signals a new message or case update, so clients do not need to keep checking. |
| 4. Document and Photo Upload | Clients send scene photos, reports and medical bills straight from their phone. |
| 5. Requested Item Reminders | Clients can see what the team still needs from them, which avoids delays caused by a forgotten form. |
| 6. Appointment Reminders | Notices about consultations and other scheduled dates help clients stay on track. |
| 7. Tap to Call | One tap reaches the firm when a conversation is better than a message, including after a new problem arises. |
| 8. Case Team Contacts | Clients see who is working on their case and how to reach them. |
| Case managers and attorneys | |
| 9. Staff Message Console | A web screen shows client conversations by case, so staff can answer from their desks. |
| 10. Case-Linked Message History | Every exchange stays with the case, which helps when another staff member steps in. |
| 11. Case Stage Updates | Staff move a case to its next stage, and the client is told without a separate call. |
| 12. Document Inbox | Items clients upload appear for review against the right case, ready to be filed. |
| 13. Document Requests | Staff ask a client for a specific item in the app and can see whether it has arrived. |
| 14. Reusable Message Templates | Common updates start from a saved wording, which saves time and keeps the tone consistent. |
| Firm administrators | |
| 15. Client Onboarding | Staff invite a signed client to the app and link their account to the correct case. |
| 16. Staff Roles and Access | Permissions control who can see which cases, which matters for confidential client information. |
| 17. Activity Log | Key actions and sign-ins are recorded, which helps the firm review how an account was used. |
How the platform is put together
Each layer has one job.
The result
Clients of the firm's accident services now have a direct line to their legal team on their phones. Staff handle updates and documents in one place, tied to the case.
| Area | Before | After |
|---|---|---|
| Case updates | Clients called to ask | Stage view and notifications in the app |
| Everyday questions | Phone tag and voicemail | Secure messages tied to the case |
| Client documents | Email, mail and in-person drop-offs | Upload from a phone into the right case |
| Conversation history | Spread across staff inboxes | Shared record for authorized staff |
How we took it from idea to launch
Good software follows a process. Here are the six stages, and what happens in each one.
Discovery & Requirements
Goal: Define the product vision, target audience and core business requirements.
Key activities- Stakeholder interviews
- Market and competitor research
- Defining user personas
- Drafting technical specifications or a Product Requirements Document (PRD)
Design (UX / UI)
Goal: Create an intuitive user experience and visual interface.
Key activities- UX design: information architecture, user flows and wireframes
- UI design: high-fidelity mockups and interactive prototypes in Figma or similar tools
- Design system: colors, typography and component libraries
Development: Frontend & Backend
Goal: Build the functional application using agile sprints.
Key activities- Backend: set up databases, design APIs (REST, GraphQL), implement server logic, and configure authentication and authorization (OAuth, RBAC)
- Frontend: build responsive interfaces and connect components to backend APIs
- Version control: manage code through Git and GitHub
Security & Optimization
Goal: Harden the application against vulnerabilities and boost performance.
Key activities- Security: address the OWASP Top 10, including injection, XSS and CSRF, enforce encryption in transit and at rest, and implement rate limiting
- Optimization: code splitting and lazy loading, database indexing, API caching and load testing
- QA and testing: unit, integration and end-to-end tests
Beta Release
Goal: Deploy to a controlled group of real users to catch edge-case bugs and gather feedback.
Key activities- Set up staging and production CI/CD pipelines
- Launch a closed or open beta with real users
- Monitor errors through observability tools
Public Release (Launch)
Goal: Roll the software out to the general public.
Key activities- Final production deployment
- DNS configuration
- Marketing and onboarding rollout
- Post-launch performance and security monitoring
Business benefits
People know where their case stands during the quiet stretches.
Staff spend less of the day on routine status calls.
Photos and bills arrive when the client has them, not weeks later.
A colleague can step in with the whole conversation in view.
Conclusion
Most complaints about a law firm's communication are not about the legal work at all. They come from clients who are hurt and hear nothing for weeks. Hexagon built this app so people in that position can see progress, ask a question, and send what is needed from their phone. Case staff get a single place to respond. If your firm handles injury or accident cases and your team is buried in status calls, tell us how client communication works today. Let's compare notes.
Talk to us about your projectRelated services: mobile app development · custom software development
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