Illinois Legal Aid Online (ILAO) recently re-designed their directory of legal self-help centers. Site users in need of legal help should now be able to better understand what each center does and doesn’t offer.
The ILAO network includes 173 legal self-help center (LSHC) locations in 99 counties, and they organized the information on the site in a way that can be replicated in other states. An ILAO report notes that they started the redesign last year by conducting user studies on what matters most to potential LSHC users – wonder if this means it was all self-represented litigants or if there were other user groups as well.
Either way, the site’s organization looks great – click the pic below to visit:
started this work by conducting two users studies in 2017 to determine what matters most to potential LSHC users. This study showed that users were interested in the following (listed in descending order of importance):
- Referrals for local legal help;
- Paper court forms;
- “Lawyer in the Library” programs;
- People to answer general questions about going to court;
- Wireless internet; and
- Brochures or packets with legal information.
The study also showed that users consider the location type (library, courthouse), type of resources offered, hours of operation, website, phone number, address, and map of location when looking for a LSHC. ILAO used this information to re-design our LSHC homepages using a hotel-style amenities model – which provides potential customers with an easy-to-understand list of a hotel’s features – and makes it easy for users to see what types of resources are available at each self-help center before they visit the center in person. Each LSHC location page features the following standard information (for example, see the Palestine Public Library District LSHC page):
- Icons that represent the services available at that location, with brief descriptions of each
service next to the icons;
- Address, hours, phone number, and website;
- A clickable map that links to directions and other geolocation help;
- A list of amenities that are not available at the location;
- An option to share the page via social media;
- A list of “common legal issues” (which link to resources that local stakeholders have identified as common for that location);
- Information to indicate the cost of printing or scanning and, if the location has navigators, the hours that navigation assistance is available; and
- A legal self-help center description.