Ministry of Justice Civil Legal Aid

Helping people in need get free legal help

Challenge

Civil Legal Aid was the first completely redesigned government digital service which helped people in need get free legal help.

Role

My role as the interaction and service designer was to support the research, product and engineering teams in designing the interaction and service design

Process

  • Extensive user research and prototype testing with users in various life situations ranging from homelessness to unemployment
  • Collaboratively mapped out various business and user processes of the service
  • Iterative interaction and interface design
  • Prototype development with custom internal front-end toolkit
  • Development of style guides and design system primitives which went on to be contributed to the ministerial design system

Result

  • Complete digital transformation of an entire governmental service which until that point was largely done through paper and call centres

Users now had a way to fill out the simplest form possible rather than spend hours with multiple solicitors and legal advisors.

The administrative backend was completely built from scratch sprint by sprint and with it developed the first government digital transformation admin design system.