Service Design, AI and Cultural Change: Inside Thorntons' TiPS Journey
This is the third episode of a four-part mini-series of Beyond the Capital from SuperTech WM, in partnership with the TiPS Accelerator—a programme helping regional law and accountancy firms adopt new technology.
This episode features leaders from Thorntons Law LLP, a full-service Scottish law firm, who speak to host Hilary Smyth-Allen about their journey through the TiPS Accelerator.
Sarah Blair, Jane McCance, and Lewis Quinn unpack how the firm used service design thinking to drive digital transformation, build AI literacy, and surface the real human challenges behind legal tech adoption.
From co-creating solutions with colleagues to embracing “messy” innovation, they share a deeply people-first approach to change—and how that’s shaping a new internal transformation programme for the firm.
They discuss:
Why adoption is a human, not just technical, problem
How service design and the Double Diamond framework guided discovery
Building AI literacy and safe experimentation across the firm
Creating a firm-wide cultural shift, one post-it at a time
How the TiPS project laid the groundwork for a firm-wide change programme