From a user’s perspective, several factors affect the perception of being ‘fairly’ treated. Those specific to technology enhanced A2J include; usability, access to legal information and autonomy. There are both objective and subjective considerations to fairness in TE-A2J.
There are three main types of support a user is likely to need when accessing legal support through a digital service; 1. Legal support, 2. Emotional support and 3. Digital support.
This theme discusses innovations and suggestions which provide support to a user, with a particular emphasis on the needs of vulnerable users as they may have more complex support needs.
User engagement with an innovation will be a key quantifier in assessing its impact on access to justice and should be considered at the preliminary design stage and on review of an innovation. This theme highlights the challenges in user engagement as well as discussing how to address these issues.