Designing for Justice

Designing for Justice: Bringing a 1000 year Old Justice System into the 21st Century

The UK's Justice system is ancient, made up of a countless number of rules that’s overly complex, contradictory, and not at all user-centric. Just like government. This case study deals with working around obstacles like old legacy systems all while keeping the user in mind.

Presented at CanUX 2017 (canux.io)

Transcript

1. HI.
5. DESIGNING FOR JUSTICE Bringing a thousand year old justice system into the 21st century
6. DESIGNING FOR GOVERNMENT
7. SERVICE DESIGN
8. SERVICE DESIGN ISN’T…
15. SURE AS H*CK NOT A 108 PAGE, OVERLY-DESIGNED PDF WITH THE WORD “SERVICOLOGY” IN THE TITLE.
17. SERVICE DESIGN
 IS THE DESIGN OF SERVICES
18. SERVICE DESIGN IS ABOUT DELIVERY
19. HENRY Ⅱ BUILT THE FIRST COURTS AND PRISONS IN THE 12TH CENTURY
20. MODERN POLICING STARTED IN THE EARLY 19TH CENTURY
21. ALL OF THESE STILL EXIST, HERE IN THE 21ST CENTURY
23. HUGE AMOUNTS OF SOFTWARE
24. NOT AWESOME AWESOME
25. NOT AWESOME AWESOME
26. AND THE USER EXPERIENCE?
27. JUST AWFUL.
28. ALL THIS SOFTWARE POWERS IMPORTANT SERVICES
29. SEND MONEY TO SOMEONE IN PRISON
30. GET HELP PAYING COURT AND TRIBUNAL FEES
31. MOVING PEOPLE SAFELY
32. AND THEN IN 2012…
33. GDS
34. DIGITAL SERVICES SO GOOD PEOPLE PREFER TO USE THEM
35. PRISON VISIT BOOKING
36. WHY IS THIS IMPORTANT?
37. 45%
 of prisoners lose contact with their family while inside
38. 39%
 more likely to reoffend if not visited
39. THE PROBLEM.
41. I’ve rang over 50 times and can’t get through. “ ”
42. Get more staff on the phones it's ridiculous!!!! “ ”
43. SO, SERVICE REDESIGN.
44. LET’S DESIGN AND BUILD A WAY FOR PEOPLE TO BOOK ONLINE.
45. SURE!
46. EXCEPT NO.
48. MONOLITHS
50. HOW BOOKING A PRISON VISIT WORKS
52. Monolith Prison visit software
53. Monolith Prison visit software
54. Monolith Prison visit software
55. WELL, HOW ABOUT AN API?
56. API (noun) AN FTP FOLDER WITH A 10 MINUTE RESPONSE TIME. WTF.
58. HOW?
61. DON’T ADD TECHNOLOGY.
62. RELY ON YOUR USERS.
63. COME VISIT. CHOOSE A DAY.
64. CHOOSE THREE. WE’LL LET YOU KNOW ONCE IT’S CONFIRMED BY EMAIL.
67. HOW DID WE DO IT?
69. THE “HUMAN” API
70. @
71. Monolith Prison visit software
72. @
73. LET HUMANS DO THE WORK DIRECTLY INSTEAD OF BUILDING COSTLY, COMPLEX TECHNICAL SOLUTIONS
74. OUTCOMES
75. bookings per year 1.5m
76. 52% of bookings are done digitally.
77. 84% user satisfaction rate
78. completion rate 82%
79. BETTER THAN STATISTICS?
80. WHAT ELSE DID WE DO?
81. CALL CENTRE SCRIPTS
82. POSTERS IN PRISONS
83. GOV.UK
84. SO!
85. USE LOW- OR NO-TECH SOLUTIONS FIRST
86. USER NEEDS DON’T NEED TO BE SATISFIED INSTANTLY
87. FOCUS ON THE USER;
 WORRY ABOUT THE TECH LATER
88. THAT’S HOW YOU TRANSFORM SERVICES.
89. THAT’S HOW YOU TRANSFORM SERVICES. THAT’S HOW YOU DESIGN FOR GOVERNMENT.
90. THANK YOU CANUX! @CGOVIAS