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

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Building Trust in Legal Tech: Weightmans and the TiPS Challenge