Improving Access to Free Online Legal Information Through Universal Design: User Personas, User Journeys, a Proposal, and a Prototype
Connie Chang · Legal Reference Services Quarterly · 2021
This article uses the design thinking methods of user personas and user journeys to consider how to improve the user experience of searching for free legal information online. A universal design for free legal information websites would accommodate people with varying levels of online search skills and familiarity with the law, thus enhancing access to justice. To realize a vision of robust and user-friendly access to free online legal information, this article presents a prototype for a network of official legal information websites with the same look, layout, and functionality—all designed to be useful, inclusive, and simple to use.