How we improved the victim and witness experience in the Criminal Justice System

3. Service Design is the design of touch points,
interactions, relationships and systems to deliver
great experiences.
Good Service Design is driven by the users’ as
well as stakeholders’ needs and aspirations.

4. Designing a cultural
interface to help
Brixton Community
celebrate their
heritage.

5. A new approach of
delivering home care
for Mitie to improve
engagement, motivation
and fulfilment of frontline
staff.

6. How might we improve the victim and witness
experience through the Criminal Justice System?

7. Brief Design
Mission
Service
Proposition
D
iscover
D
evelop
D
efine
D
eliver

8. Users

9. Experts

10. Stakeholders

11. Secondary Research

13. [ ]DROPOUTS

14. £34million
* NATIONAL AUDIT OFFICE
http://www.nao.org.uk/wp-content/uploads/2006/02/0506798es.pdf
*

15. How might we reduce witness withdrawals by
improving their experience?

16. bureaucratic
emotional unsupportive
draining processy no context
no explanation takes forever
no control there is no point
you are a number no priority
not reassuring

17. bureaucratic
emotional unsupportive
draining processy no context
no explanation takes forever
no control there is no point
you are a number no priority
not reassuring
I DON’T KNOW
WHATS GOING ON.

18. bureaucratic
emotional unsupportive
draining processy no context
no explanation takes forever
no control there is no point
you are a number no priority
not reassuring
WHAT’S THE POINT
ANYWAY?

19. bureaucratic
emotional unsupportive
draining processy no context
no explanation takes forever
no control there is no point
you are a number no priority
not reassuring
IT ALL SEEMS
INEFFICIENT.

22. Hello.

25. Police
Witness Care Units
WCUs
Victim Support
Court Services/
Witness Service

26. Police
Witness Care Units
(WCUs)
Victim Support
Court Services/
Witness Service
JUDICA

27. not processy enabling participatory
in control personal touch
valuable encouraging access
motivation
I KNOW WHAT’S
HAPPENING.

28. not processy enabling participatory
in control personal touch
valuable encouraging access
motivation
I AM USEFUL.

29. not processy enabling participatory
in control personal touch
valuable encouraging access
motivation
THINGS GET DONE.

30. myJustice TEAM
myJustice BOARD myJustice PASSPORT
WITNESS

31. Hello.

35. Brief
Complexity
Access
Empathy

36. Implementation
Dec ‘13 Jan ‘14

37. Set up
second half ‘14
Feedback
Rebranding
Finding pilot partner

38. Pilot on small scale
2015
Refine solution
Business model
Work. prototypes
Pilot

39. Scale up to
national level

40. - Qualitative needs quantitative.
- Creativity meets realism.
- Don’t reinvent the wheel.
- Inclusive means everyone, literally everyone.
- Test early, fail early, refine constantly.
- Working towards a greater good opens doors.
- Focus.
- Embrace complexity but keep it simple.
- It’s a triple diamond.

41. Hello.
THE PURPOSE OF THE
JUSTICE SYSTEM
IS JUSTICE