Paul ShetlerDigitising MOJ

What people’s expectations of digital usually are

Hard to find and understand the claim forms he needed

Made simple mistakes on the court submission that cost him six weeks and £175 because the judge threw the case out

Long delays waiting for the post

Source: MOJ Digital User Research

Bill, 67Civil Claimant

Bill’s experience with MOJ was frustrating and wasteful

We’re improving the way that people access justice when they are at their most vulnerable

Delivery/iteration beats perfectionService redesign needs policyThere’s a lot to do - divide the labourYou’re nowhere without in-house capability

Four things I learnt

Products not projectsUsers not customersPeople not profitsShow don’t tellDeliver in 20 weeks or less

What’s different in government?

What we’re delivering

Serving the needs of users associated with:

16products

Courts

Prisons

Legal Aid

Office of the Public Guardian

Government as a PlatformDeeper digital inclusionUser journeys across Justice

Next

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