During my time at Portable, we worked closely with Legal Aid to improve the user experience of people living in NSW accessing legal aid support and services.
One of the most pressing needs for clients was the ability to receive timely updates on the status of their grant of legal aid application, all while worrying if they'll be able to get a lawyer before they're due in court.
I was the lead product designer on this project working closely with a legal design specialist.
One of the most pressing needs for clients was the ability to receive timely updates on the status of their grant of legal aid application, all while worrying if they'll be able to get a lawyer before they're due in court.
Pain points
User testing showed that clients often had little understanding of the process so we focused on providing clear context where possible.
Using Legal Aid's existing design system, our approach to design was to ensure we retained the personalisation the client would experience interacting with Legal Aid.
Upon landing, clients would receive a concise update on the status of their application, with pathways to more information if they required.
Outcomes
Recognition
The Grants Tracker was recognised at the 2020 Sydney Design Awards taking home silver in the ‘Digital - Government Services’ category.
