The federal government is newly focused on Customer Experience (CX). That has meant that their teams are creating better websites, tools, and forms that can help people get their business with agencies done more easily.
The Department of Labor has a team working on modernizing Unemployment Insurance. See their examples & guidance about how to use better design and tech to improve people’s experience with the government.
These strategies and examples can be used by courts, legal aid groups, and other justice system actors to improve their processes, as well. These practices include:
- Plain Language
- Automated Quality Testing Tools
- Keeping the Backend and improving the frontend
- Redesigning Notices and Application Forms
The website has specific guidance on improving the usability of each of these initiatives.
For example, here are quality feedback tools to run: