As InfoTrack celebrates its 10-year anniversary, we’re spotlighting the people who helped shape the journey. In this edition, we sat down with David Rawson, eCOS Head of Product, to ask him 10 questions about the last 10 years, what’s changed, what’s mattered, and what makes InfoTrack special.

1. You started your career as a solicitor before moving into product leadership. What was it that first drew you towards technology, and how did you know it was the right path for you?

I saw first-hand how much time lawyers spent on repetitive, manual tasks that added little value for clients, making it harder for them to do the "real lawyering" that helps solve their clients' problems. I loved legal practice, but I found that I loved building things that helped lawyers do their job more simply and easily even more!

2. How has that experience as a solicitor shaped the way you approach building digital tools for today’s legal professionals?

It gives me empathy for the user. I know the pressure of client deadlines, the constraints on fee budgets, the frustration when you have to spend ages on something you have to do but can't bill for, and the risks of getting compliance wrong. That background makes me ruthless about simplicity—if a product doesn’t save time or reduce risk, it won’t succeed.

3. eCOS has come a long way in the last few years. What do you think has been the single biggest shift in digital client onboarding since you joined InfoTrack?

The move from digital being “nice-to-have” to “must-have.” At first, digital onboarding was an alternative to manual, face to face interaction. Now, the increased rigour, accuracy and efficiency that it offers, alongside regulatory pressure make it an essential component of practice. It also supports business growth, by allowing firms to engage clients that may not be close to their office, and provide services directly to the device in their client's hands.

4. From Verification of Identity to Open Banking for source of funds, client onboarding touches on some very sensitive areas. How do you balance delivering speed and simplicity while maintaining a high level of trust and compliance?

We build with compliance as a non-negotiable. Then we challenge ourselves to make that process as invisible as possible for the user. The art is combining regulatory rigour with a consumer-grade experience—so trust is built through both security and usability.

5. Collaboration is at the heart of product development. Can you share an example where working closely with colleagues in Sales, Development, or Support made a real difference to how eCOS evolved?

One example was our work to update the VOF. Support highlighted recurring consumer pain points, Sales helped us validate our solution proposals would improve client pain points, and Development partnered to deliver quickly. Our VOF journey was solid; now it's market leading.

6. User experience is something you’re particularly passionate about. What’s one small design detail in eCOS that you think makes a surprisingly big impact for our users?

The dashboards. They gives firms a clear, at-a-glance view of progress, outstanding tasks and compliance. Simple visual cues—like status indicators—remove ambiguity and save countless calls and emails chasing updates.

7. Looking ahead, what excites you most about the future of client onboarding in legal tech, and where do you see eCOS heading in the next few years?

The next step for us is to wrap our products into a risk assessment context. eCOS will become the central hub of onboarding for all kinds of clients and all kinds of work. 

8. Since joining InfoTrack, what’s been your proudest moment working on eCOS, whether that’s a product launch, client success, or team achievement?

Relaunching the onboarding portal. It was a complex project, because it involved redesigning every aspect of the experience, and had to be done under wraps and without impacting the old portal's performance. We delivered, on time, and it's transformed our client expereience. 

9. Culture is often what sets a company apart. From your perspective, what makes InfoTrack a unique place to build products compared to other organisations you’ve worked in?

There’s a real bias for action. We don’t get bogged down in endless debate—ideas are tested quickly, and if they work, we scale. That agility, combined with a shared belief in making lawyers’ lives easier, creates a unique environment.

10. Finally, if you could go back and give day-one David a piece of advice before joining InfoTrack, what would it be?

Embrace the pace. It’s fast, and it doesn’t slow down. But that’s also the fun of it. The more comfortable you are with change, the more impact you can have. I love that I've moved out of the kind of organisations that talk about things like "handling ambiguity in highly matrixed environments" to one that just talks, relentlessly, about getting software released that makes a real difference to clients.