i4J conducted the first UX evaluation of online dispute resolution (ODR) in the U.S.

Then we extended the partnership to help improve the UX of legal documents and the courts’ self-help website.

Until recently, the civil legal system was primarily designed to facilitate in-person appearances, which present a challenge for those with inflexible work schedules, transportation limitations, medical issues, caregiving demands, and disabilities. Online dispute resolution (ODR) is a method of alternative dispute resolution that aims to resolve legal disputes using internet-based platforms. By replacing in-person appearances with remote negotiation, ODR is often presented as a promising solution for narrowing the United States’ justice gap - the difference between the incidence of civil legal needs among low-income Americans and the resources available to meet those needs. However, technology can be more of a hindrance than a help if not designed with the users in mind.
Utah built its own ODR for small claims cases but did not receive the level of defendant participation or case resolution that it expected. In Spring 2020, i4J partnered with the Utah Administrative Office of the Courts to conduct a user experience (UX) evaluation to identify how the Utah ODR platform could be improved or enhanced, with a focus on functionality, usability, accessibility, and comprehension issues.
View Project Brief: Utah Online Dispute Resolution (ODR) User Experience (UX) Evaluation
Read Full Report: Utah Online Dispute Resolution Platform: A Usability Evaluation and Report
One of the recommendations UX4Justice made in the 2020 Utah ODR User Experience (UX) Evaluation was to update the URL to be short and simple and add a QR code to the legal documents. In May 2021, the Utah State Courts adopted mandated court forms that contain simplified URLs and QR codes that direct readers to three pages of the Utah State Court's Self-Help Center website. With the change driving an increase in visitors to the Self-Help Center website, it was the perfect time for UX4Justice to team up with Utah again.
For this project, UX4Justice focused on evaluating and redesigning the three web pages (Answering a Complaint or Petition, Motions, and Finding Legal Help) that are now linked on the court-mandated forms. The aim was to understand the user experience related to receiving the documents and visiting the website, so the pages could be redesigned to make it easier for self-represented litigants to navigate, understand, and take necessary action.
View Project Brief: UX Evaluation: Utah Self-Help Website
Read Full Report: Utah State Courts’ Self-Help Center Website: A UX Evaluation