Vulnerability 2

Focusing on user-centered experience and inclusive design

Vision 2032: Court policies and procedures reflect the needs and experiences of all who seek legal remedies

Courts have customers, and the administration of courts should satisfy, not frustrate, the expectations of customers. To what extent do people view your court/court system as working for them?

User-centered and inclusive design is key in addressing the needs of all, especially marginalized groups. The success of inclusive design is dependent on efforts to identify not just the needs of the majority, but also marginalized groups and their unique requirements. To alleviate the risk of ultimate irrelevancy to the communities they serve, courts need to cultivate a comprehensive focus on the needs and experiences of all who seek legal remedies, including those from all demographic and economic groups and those with behavioral health and disability needs.

Key future-ready questions to consider

2.1   We collect information (e.g., through surveys, service evaluations, interviews, and/or simulations) from court users about their court experience.
2.2   We offer a variety of methods (e.g., in-person, telephone assistance, DIY online platforms, virtual meetings/hearings) to address the various needs of different types of people seeking court services.
2.3   We consider the impact of new or revisions to existing court policies and procedures from a user’s point of view.
2.4   We foster (e.g., through training, modeling, and recognition) a user-centered mindset and service culture among judges and court staff.
2.5   We seek input from a variety of community representatives regarding ways to improve the experiences of court users.

Key resources for moving forward