I practised as a lawyer and in my experience doing digital marketing, have worked with many UX teams to develop mobile as well as online apps.

The short answer to your question is that there is always value looking at it from the lens of the end user. An experienced UX person would be knowledgeable of how to go about doing this. Translating this to the user experience is the other part of the puzzle.

Happy to talk more with you to uncover what your pain points are and what options you may explore.