Abstract
The civil legal system exists to solve people’s problems, like divorce, eviction, bankruptcy, and child custody disputes. But this system, in particular the courts, are difficult and frustrating to navigate, especially if a person does not have a lawyer. Our study reviews how people currently experience court Self Help Centers, and identifies opportunities to enhance them. It does this through a framework of Perceived Control, that considers how to give users greater understanding, options, and behavioral control over a difficult system.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Notes
- 1.
This research was conducted in the Spring 2016 class Prototyping Access to Justice, at Stanford Law School.
- 2.
In Autumn 2016, we taught Access to Justice By Design at Northeastern Law School, in partnership with Boston Housing Court.
- 3.
Note that in other jurisdictions, this type of free, court-based legal help center are called by other terms. For instance, in Massachusetts, they are called Court Service Centers.
References
Tyler, T.R.: Procedural justice and the courts. Court Rev. J. Am. Judges Assoc. 44(1/2), 26–164 (2007)
National Center for State Courts: A 2015 NCSC Public Opinion Survey (2015). http://www.ncsc.org/2015survey
National Center for State Courts: A 2016 NCSC Public Opinion Survey (2016). http://www.ncsc.org/2016survey
National Center for State Courts: Examining the Work of State Courts: An Overview of 2013 State Court Caseloads (2015)
Hough, B.R.: Evaluation of Innovations Designed to Increase Access to Justice. Summit on the Future of Self-represented Litigants (2002)
Grönroos, C.: A service quality model and its marketing implications. Eur. J. Mark. 18(4), 36–44 (1984)
Edvardsson, B.: Quality in new service development: key concepts and a frame of reference. Int. J. Prod. Econ. 52(1), 31–46 (1997)
Kim, M.: Designing for Participation: An Inquiry into the Nature of Service (Unpublished Doctoral Dissertation). Carnegie Mellon University, Pittsburgh (2015)
Gordis, W.S.: The Estimates of Moral Values Expressed in Cicero’s Letters. University of Chicago Press, Chicago (1905)
Della Mirandola, G.P.: Oration on the Dignity of Man. Regnery Publishing, New York (1996)
Kant, I.: Groundwork for the Metaphysics of Morals. Hackett, New York (1993)
Leben, S.: Procedural Fairness Comes of Age. Trends in State Courts (2014)
Wallston, K.A., Wallston, B.S., Smith, S., et al.: Current Psychology. 6, 5 (1987)
Bandura, A.: Self-efficacy: The Exercise of Control. W.H. Freeman, New York (1997)
Pearlin, L.I., Schooler, C.: The Structure of Coping. J. Health Soc. Behav. 19, 2–21 (1978)
Bateson, J., Hui, M.K.: Perceived control as a crucial perceptual dimension of the service experience: an experimental study. In: Surprenant, C.F. (ed.) Add Value to Your Service, pp. 187–192. American Marketing Association, Chicago (1987)
Grönroos, C.: Service Management and Marketing: Managing the Moments of Truth in Service Competition. Jossey-Bass, San Francisco (1990)
Poor, T., Kim, M.: Understanding perceived control: principles & a framework for service designers. In: Proceedings of the 4th IASDR, The Netherlands (2011)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2018 Springer International Publishing AG
About this paper
Cite this paper
Hagan, M., Kim, M. (2018). Design for Dignity and Procedural Justice. In: Chung, W., Shin, C. (eds) Advances in Affective and Pleasurable Design. AHFE 2017. Advances in Intelligent Systems and Computing, vol 585. Springer, Cham. https://doi.org/10.1007/978-3-319-60495-4_15
Download citation
DOI: https://doi.org/10.1007/978-3-319-60495-4_15
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-60494-7
Online ISBN: 978-3-319-60495-4
eBook Packages: EngineeringEngineering (R0)