We’ve launched our report The Seeking Legal Help Online: Understanding the ‘missing majority’ on how legal service organisations can improve the way we share information and tools by applying a human centred design approach.
When people have legal problems, they can’t always turn to a lawyer or an organisation for direct legal help. In those times, they may do their own research online to try to find a solution for a problem.
Knowing this, the community legal sector has a long history of disseminating legal information online. However, the way we communicate such information is not always accessible or useful to people who need them most.
In 2019 Justice Connect embarked on a significant project to enhance the way our website hosts self-help resources for individuals. This included launching our new Resources Hub in August 2020. Over the 2020 financial year, we saw a 470% increase in unique page views on self-help resources compared to the previous year.
We want to understand the potential and limits of online self-help resources to help people solve their common legal problems, and want to share that insight to improve the way legal information is communicated.
With support from the Victoria Law Foundation, Justice Connect conducted user-centred research to better understand how people access and use online legal information.
We have learned from a diverse range of people who live in Victoria and can’t afford a lawyer, and about what they find useful to solve legal problems related to debt, work, housing and accessing courts remotely during COVID-19.
Our research focused on learning from people often assumed to have lower capability to use online resources, including recent non-English speaking migrants, people living with a disability, single parents and people living in a regional, rural or remote community.