April, 2026 | Article

Author Adrian Scutti

Picture a workday where your technology simply works—where your team moves through files, matters, and client tasks with ease. That vision is closer than you might think. Many of the everyday frustrations legal teams feel aren’t signs of failure – they’re signals that your systems are ready for a thoughtful refresh.

Digital friction is a modern term used to describe the unnecessary effort and frustration employees experience when using technology to complete their work, hindering productivity and engagement. This “digital friction” doesn’t just frustrate your staff; it drains productivity, dents morale, and quietly chips away at your firm’s ability to serve clients efficiently. It’s time to smooth out the friction and create an environment where your people—and your practice—can truly flow.

Though IT problems are the symptom, the underlying source is often a disconnect between a firm’s workflow, team enablement and technology. To tackle digital friction holistically requires creating the Right Workflow, powered by the Right IT system, to enable the Right People.

The Right Workflow – Streamlined & Aligned

In many law firms, what feels like “digital friction” is often assumed to be a technology problem—slow systems, clunky tools, too many clicks. But, when the underlying process isn’t clear or structured, even the best technology can’t save the day.

In fact, accelerating a broken workflow only amplifies the chaos, much like opening up a highway and increasing the speed limit during rush hour—if there’s an unseen bottleneck ahead, everything comes to a standstill the moment something goes wrong. For office managers, this complexity without structure becomes a daily burden: constant troubleshooting, pressure from partners, and staff looking for quick fixes.

A thoughtful, guided approach to operations and IT can turn that friction into flow. This doesn’t have to be an overnight operational overhaul. Start with low-hanging fruit, areas of disorganization that are causing the most disruptions. Then, do a simple operational analysis:

1. Before automating a process, define it from initiation to completion. Include process roles, inputs and outputs, decision points and success criteria.
2. Identify and correct bottlenecks, redundancies and errors in the process.
3. Automate or improve the mature workflow with the right technology.

The Right IT – Curated Technology

Now that your workflow is mature, is it time to invest in the latest AI powered, productivity boosting tools? Not quite. Often, too much of the wrong tech leads to disruption not efficiency.

The solution is Curated IT. A curated approach is thoughtful and intentional selection of items to fit into an overall vision. Along with your IT partner, create an IT Road Map that focuses on the steps needed to achieve your firm’s overall technology goals.

A curated IT setup should become simpler as operations become more complex. Build with tools that are carefully gathered, sifted and chosen. Not more technology – the right technology.

Edit your IT setup in 3 simple ways:

1. Eliminate redundancies. For example, is your team storing the same information in multiple places? Unify and clarify data storage processes.
2. Maximize the tools you already use. For example, if your firm already uses Microsoft Suite, learn to use it to its full extent. It’s possible that it has everything you need for day-to-day operations.
3. Select a tool that improves an inefficiency. Editing your IT in the first 2 steps will reveal gaps or areas where a mature workflow can be made more efficient. Carefully select a tool that fits.

Taking the time to edit your IT is worth it. You will maximize your IT investment and reduce the frustrations that are holding back your most valuable resource – your people.

The Right People – Unlock the Potential of your Team

Digital friction may have more of a negative impact than we realize. In one 2025 report* nearly half of workers (47%) say digital friction makes them frustrated and less satisfied with their jobs, 43% report decreased motivation, 42% link it to burnout, and 28% have considered leaving their company as a direct result of IT dysfunction.

A successful firm is built on great people, and your technology should lift them up—not slow them down. This doesn’t mean you need a team of “tech savvy” staff. It means choosing IT with your people in mind. A people‑centric approach focuses on tools that make work smoother and reduces frustration.

And once the right technology is in place, adoption should be just as thoughtful—because the true value of any IT investment is realized only when your team feels confident using it. Consistent training is essential because technology is constantly changing and evolving. Even the tools that have been in place for years are continuously updated and have new features added. Do your staff know how to use the tools your law office already has, including the basic ones?

Team leaders play an important role in championing tech training. When leaders provide enthusiasm, clear direction and empathetic training, the team will evolve with the tech. They will be eager to adopt technology into their workflow.

Less Friction, More Flow

With your team empowered by a curated IT setup and a mature technology-boosted workflow, it is time to close the loop. The IT edit cycle continues, because workflows and technology are constantly improving.

With feedback from the team, continue improving your processes. Consult regularly with your IT partner about how to best align your technology with your law firm’s workflow. Are there now tools that can be edited, upgraded, replaced with something more optimal for your new workflow? Make training your staff part of your operational routine.

With a clearer workflow and a curated approach to IT, your firm can reduce digital friction, boost confidence, and create the kind of smooth, predictable operations every office manager dreams of. When the right people, processes, and tools align your whole practice feels lighter—and workflows.

*Source: The impact of digital friction | 2025 Report | TeamViewer

Growing up in a family that owned a small business, Adrian noticed a challenge they faced. Although their company relied on computers, his parents were experts in their trade, not technology. They were too small to have an ‘IT guy’ on staff, so, they managed on their own. When things broke, work ground to a halt and they called in an expert to fix it. It was a constant struggle. Adrian imagined that other small businesses must have the same issue and he knew there had to be a better way. After receiving education in programming and networking, Adrian founded Streamline IT. His vision was to simplify and manage IT for small businesses.

Today, Adrian’s IT company has grown to a team of over a dozen technicians. Even as the business grew, he was determined to keep the “local IT guy” customer experience while building a team with deep expertise. He passed on his vision to each new employee. As a result, personalized and attentive service has become a hallmark of their Streamline.

While managing IT for clients in the legal community, Adrian noticed that law firms faced unique IT challenges. He wanted to provide a customized experience for law firms, and, developed LawStream in 2022.

When not in front a computer, Adrian can be found doing building and renovation projects at home. He enjoys camping, travelling and playing board games with his wife, Melanie, and their two children. He loves a good game of chess with a glass of Scotch.