In the article, Hardenbergh profiles the move to use the space of courts to make the judicial system more accessible, navigable, and open to the public. It is because of the increasing focus on service design and customer-oriented services.
This means more spacious waiting rooms.
Better public information and signage.
More support for child care and entertaining environments for them.
Concern and protection for victims and witnesses.
More pleasant treatment of juries.
Easier access to information and services.
Interventions to reduce waiting times and lines.
This means more working spaces and areas for pro se litigants, in particular, as well as more working spaces and counters for people who are trying to carry out tasks.