Gizelle Hourani, Katya Stassen, Brian Sandford
PROBLEM:
People do not understand how to interact with the court
process or courthouse. They do not know how to make their way through the
system—where to go, where to get help, etc.
GOAL:
Users should arrive at court less confused by the process
and understand where they need to go as soon as they cross the front doors of
the courthouse. Make the whole process of interacting with housing court—from
beginning to end—easier to move through. Easier to navigate
DESIGN INTERVENTION:
Wayfinding
- Prior to Arrival
- Notice to Quit: Providing information about what the form means, next steps to take, and resources to use
- Entry
- Kiosks: Full in FAQS, relocate positions
- Info Desk: iPads with Kiosk Software, sheet to explain docket
- Signage
- New signs/map: use of colors, symbols, and tactile strategies to ease legibility and accessibility
- Additional Distinctions: other elements to allow people to locate themselves
EVALUTION:
To evaluate success and failure, we plan to interview users
and staff. We can ask specific questions to understand how people interpreted
the information and signage. From the conversations, we should be able to
understand what parts of the intervention are successful and what parts are
still lacking. We would define our design intervention to be successful if
there was a noticed increase in ease of navigation of the space, as noticed by
the public and the staff.
- I am here for a hearing, where should I go?
- Set out that most cases being heard today classify as hearings, and to either search docket or go to clerk’s office for directions
- I do not have a lawyer, is legal help available?
- · Point to availability of different lawyer for the day programs
- · Public defenders for criminal cases?
- I don’t have all my paperwork, can someone help me?
- Refer to improved notice to quit, send to clerk’s office
- I don’t know where my hearing is, where can I find out?
- Search docket or head to clerk’s office
- I don’t speak English, is a translator available?
- Write this in a variety of languages
- Who to call about this?
- I am a tenant who needs help outside of court, who can I talk to?
- Compile list of NGO tenant advocates, mass.gov has some already
- I missed my hearing, where should I go?
- I am on recess for lunch, where can I get food?
- Point to convenience store in the building, public market, etc.
- I need to make a phone call, where can I go?
- What are the rules for this?
- I don’t understand a form I received, where can I get help?
- Clerk’s office
- I have a mediation session, where can I go?
- Clerk’s office
