20 November 2006

Designing a better user experience of the legal system [Business Week]

Be the first to share

A2J Author
Last week Business Week released the third edition of its “IN:Inside Innovation” supplement and it contains an interesting case study on how the US government, in collaboration with the Illinois Institute of Technology is using the latest methods in consumer-focused design to create a better user experience of the legal system.

“Global businesses are well along in adopting design thinking to shape their strategies, as well as their products. Now governments are beginning to look to design to solve problems in education, transportation, and defense. In the U.S., moving to a customer-centered legal system is making it easier for people to represent themselves in courts.”

“More Americans than ever before are representing themselves in court, propelled by skyrocketing attorney costs. In big cities, between 70% and 90% of people who go to court for domestic abuse or the loss of their home do so without a lawyer, according to statistics from California and New York. Also, while most courts and legal aid organizations have created Web storefronts where legal forms can be downloaded in seconds, these forms still use complex, often baffling terminology. So people frequently fill them out incorrectly, forcing clerks to redirect and judges to throw out scores of cases.”

“The government and the legal system are slow to innovate. But a team of both design and law students from the Illinois Institute of Technology (IIT) used the latest methods in consumer-focused design to create a powerful tool: the A2J (Access to Justice) Author. This is an interactive software tool with a dynamic digital guide, a 3D avatar on your computer screen that helps you fill out legal forms. A2J Author makes it cheaper, easier, and faster for Americans to represent themselves in court for divorce, small claims, child support, domestic abuse, and landlord-tenant disputes. Courts and legal aid offices in Illinois and Idaho now use A2J Author, and at least 10 other states plan to roll it out in 2007.”

Read full story

Also in Inside Innovation is “The Importance Of Great Customer Experiences“, a short article by Jeneanne Rae of Peer Insight where she predicts that customer experience will decide the winners and losers in the years ahead

Be the first to share
27 November 2015
[Book] Research for Designers: A Guide to Methods and Practice
Research for Designers A Guide to Methods and Practice By Gjoko Muratovski - Auckland University of Technology, New Zealand and Tongji University, China SAGE Publications Ltd, January 2016 280 pages Abstract Design is everywhere: it influences how we live, what …
26 November 2015
How Nissan’s using anthropology to make autonomous cars safe
What happens when robot cars meet complex social interaction, like head nods, horn honks, or even road rage? Dr. Melissa Cefkin "is here to teach autonomous cars how to behave". A design anthropologist based at …
26 November 2015
How brands design customer experiences of the future
In today’s digital age, consumers expect more from the business they support and the products they purchase. Consumers, Macala Wright writes, not only expect great brand experiences, they believe they’re entitled to them. This is …
11 November 2015
Interview with Birgit Mager on the evolution of service design
Ayla Newhouse of Adaptive Path interviewed Birgit Mager, President and Co-Founder of the International Service Design Network, on how she got into service design back when it was so new, and how she defines it …
10 November 2015
Why service design is luxury’s new battleground
Ana Andjelic writes in AdAge that most legacy luxury brands are failing at delivering service, especially online: The fact that most legacy luxury brands fail to successfully create and deliver service is unfortunate. The business of …
10 November 2015
For years, Apple followed user-centered design principles. Then something went wrong.
Don Norman and Bruce Tognazzini are taking their gloves off and accuse Apple of abandoning the fundamental principles of good design: discoverability, feedback, proper mapping, appropriate use of constraints, and, of course, the power to …
10 November 2015
The science of human behavior is reshaping the US government
In September, President Barack Obama signed an executive order that directs federal agencies to incorporate insights from behavioral science into their programs, in order to help them achieve their policy goals. According to Dave Nussbaum, …
10 November 2015
[Book] Nudge and the Law: A European Perspective
Nudge and the Law: A European Perspective First Edition Edited by: Alberto Alemanno, Anne-Lise Sibony Hart Publishing December 2015, 400 pages Abstract Behavioural sciences help refine our understanding of human decision-making. Their insights are immensely relevant for policy-making since …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

13 October 2015
Experientia report: Design for ageing gracefully

Design for Ageing Gracefully Rethinking Health and Wellness for the Elderly: Public Services Asian Insights & Design Innovation, DesignSingapore Council October 2015

29 September 2015
[Experientia book] Ethnography on elderly health and wellness

As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]

2 July 2015
Getting citizens involved in protecting fragile energy environments

A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]

5 May 2015
Experientia designer Dohun YuLuck Jang 유록 in Design 4 Disaster

Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]

16 March 2015
Better Health and Wellbeing: Giving the elderly in Singapore sparkling golden years

Invitation: sharing session, Singapore, 30 March 2015   What are the hopes and fears of the elderly in Singapore? How can designers offer solutions that support the elderly in managing their health and wellness? What can healthcare professionals do to help them keep active? What role can technology play in the elderly’s daily lives? Design consultants […]

1 January 2015
Happy Playful New Year
See all articles