Over the semester, our group was given the challenge to redesign a court space for the citizens of Brantford Ontario. The challenge statement we were provided states that "the Brantford Official Provence Court is moving buildings and needs to be redesigned to improve the atmosphere, navigation, and accessibility for citizens visiting the courthouse."
Team
Jade: Project Management, Generative Research, and Design
Abi: Design, Research, and Writing
Kaeleigh: Research, Design, and Recruitment for User Testing
Umar: Recruitment for User Testing
Prab: Research
Mohammed: Communication
Our team partnered with the City of Brantford to redesign the citizen’s courthouse experience. Our design proposal aims to create a space which is more welcoming, intuitive, and accessible to citizens, both new to the system and repeated visitors. Our objective was to help provide a more comfortable and understandable experience while providing the support systems needed to help citizens reach a successful outcome from their court experience. Over 8 weeks, we researched, designed, and tested the space used by experienced courthouse visitors. The project consisted of several design iterations, research, and testing deliverables to keep the process on track and gain feedback.
Constraints
However, although numerous steps were taken to ensure our design was the best it could be, there were some constraints we faced. Our major constraint with this project was a lack of information. Due to delays, the clients were unable to access documents with specific information on project guidelines, expansion and service goals, floor plans, budget, and other information to give to us. As such, much of our designs were based on what information was available from the client as well as supplemental resources found online relating to the project.
Methods
To make sure we had valuable knowledge from multiple sources before starting our wireframes and/or prototypes, we chose two different research methods that could provide us with a large range of information before coming up with sketches. The two methods we used were 1) Interviews and 2) Secondary Research and Literature Reviews.
Method 1: Interviews
We conducted two rounds of interviews to gain insight into both the tasks, challenges, and needs of courthouse visitors, as well as client goals, and expected facility features and concerns. Using a semi-open interview protocol, we asked interviewees specific questions regarding the processes, people, and physical structures in the court, as well as open-ended conversations relating to what they considered to be important aspects and considerations for this project. Through this, we determined:
• Common services/reasons for citizens to enter the courthouse (payment, trials, motions, pleas, etc.) and possible results for citizens who partake in these services (fine dismissal/reduction, full payments, deadline extension, etc.)
• Common behaviours and attitudes of those entering the courthouse (frustration, agitation, conflict-prone, high emotionality)
• The main areas of interest for citizens are the lobby, waiting room, and courtroom
Method 2: Secondary Research and Literature Reviews
Additionally, we conducted reviews of published literature and materials related to the features and functions of a provincial offences court, to gain a better understanding of what needed to be included within the designs and which areas of the current court experience may be underdeveloped. We created a research plan and divided sources and types of information among team members, then came together to brainstorm how to best make use of what was learned. Our goal with this research was to learn the proper methods for designing a physical space and what services and processes take place within the court system. This research uncovered:
• The general layout of the area within the One Market building where the courthouse MAY be located (tentative)
• Services that could be provided at the court to improve visitor experience (help centres, legal aid, victim support, mediation)
• Architectural and design features which support a calming, welcoming atmosphere included lighter wood tones, bright/natural light, and light colours.
Analysis and Results
UX Artifacts
Based on our generative research, we developed two personas to define the needs, challenges, and expected behaviours of courthouse visitors. Our interviews with court affiliates along with supplemental secondary research indicated two main factors which influence the behaviour of citizens in court: time and potential loss. Citizens’ behaviour in court was largely characterized by feelings of frustration, agitation, and uncertainty. However, based on the data we collected, we determined how the two main factors influenced the situation in which these behaviours emerged.
Initial Design Testing & Analysis
We designed an initial floor plan layout based on a walk through of the unoccupied space within the proposed One Market location, and previously published floor plans. The layouts accounted for the necessary rooms and access points, as well as important furniture.
Two designs were tested: an unlabelled furnished floor plan and an empty floor plan. Participants were instructed to act as though they were citizens coming into court and were given tasks to complete. Using a think-aloud protocol, participants indicated where they believe they would complete the task, and how they would get there. We had 5 participants during this round of testing. Results indicated that:
• Participants expected a linear and direct path of travel between the three main rooms of interest: lobby, waiting room, and courtroom.
• Participants navigated the empty floor plan almost exactly as they navigated the furnished one (selected a similar location to complete the task of whether the floor plan was furnished or empty)
• Participants expected to be able to check in and get assistance in the same room they enter the building in
• Participants expected bathrooms to be in a room directly next to or close to the lobby
Wireframe Photo #1
Wireframe Photo #2
High-Fidelity Design Testing & Analysis
Based on our initial rounds of testing, we designed a lobby, waiting room, and courtroom using a room rendering software. Our designs incorporated the direct path of travel, with each room being directly next to the other, as well as all necessary features such as the front desk, seating, podium, and secure access points. Given the client’s emphasis on the importance of features which cultivate a welcoming and comfortable atmosphere, we developed two separate designs for each room. Using different colour schemes for each design, we tested how colour, tone, and lighting affect the perception of the space.
Using 7-point Likert scales, participants testing our high-fidelity design rated each room based on their overall appraisal of the space, the colour, and the composition of elements in the rooms. We conducted two surveys, with each having 4-5 participants. The results were as follows:
• Rooms with cool tones were rated 14% higher when asked how “fun” and “professional” they appeared.
• Rooms with warmer tones rated 10% higher when asked how “welcoming” they appeared.
• Warmer-toned rooms collectively rated higher than cool-toned rooms
• Participants who were presented with warmer-toned rooms first rated the courtroom higher than those presented with cool-toned rooms first, despite the same courtroom being shown.
• Participants preferred warm tones in the walls and wooden features but found warm-toned neutral furniture (brown, cream, yellow) to be dull
• Likewise, participants preferred cool tones in the furniture (blues, cool gray), but found cool-toned walls and structural features to appear more intimidating.
Figure 1: Cool-Toned Lobby
Figure 2: Warm-Toned Lobby
Figure 3: Cool-Toned Waiting Room
Figure 4: Warm-Toned Waiting Room
Final Prototype
Based on the feedback and testing results, we finalized our designs to incorporate the most highly-rated aspects of the rooms.
• We used warm-toned wood in the walls and wood furniture, such as the front desk, end tables, benches, and desks.
• We used cooler blue tones within the furniture, artwork, and decor to avoid the rooms appearing ‘dull’.
• We arranged the seating to allow for wider aisles and space between seats for mobility aids or service animals, as well as a variety of options in the number of consecutive seats.
• Additionally, we incorporated navigational and comprehension aids such as signs, labels, and info boards to better direct visitors on where to go and what to do.
Final Prototype Renders
Going Forward
Additionally, based on our research, user artifacts, and client feedback from our presentation we developed outlines for services that could be included within the court space to help visitors meet their goals and better understand their options. Due to time constraints, we were unable to implement these fully at this time but still, we wish to make note of them. The three main services we would include are mediation, legal, and victim services. *
*Due to communication delays, we are unsure whether mediation and victim services are possible for the POA court project. However, we are certain of the inclusion of legal services. If victim support and mediation are not viable, the space would be used for legal services instead.
Our plan to include mediation services, in which a third party can help citizens resolve issues without the need for trial would be beneficial for three main reasons:
• By reducing the number of trials taking place, reduces stress on the court system and free time for justices and other staff who partake in the trials
• Mediation can be quicker than scheduling and conducting a trial, as well as providing more opportunities for citizens to reach terms and solutions that meet their needs. This effectively meets the needs and desires presented within our Danica and James personas.
• Mediation with only relevant parties, which would take place in a more informal conference room setting, is likely to be perceived as less stressful or intimidating than a direct courtroom experience with a judge, making it preferable for citizens who are nervous or unsure about the court experience.
Legal services would include consults about options for trial, payment, or motions and help with accessing court documents, forms, or records. Our concept for this service is to include a separate front desk area as well as make use of the conference rooms. With this, citizens can either schedule an appointment to discuss their options in length or just walk into access records or get assistance. This service would be beneficial, as it would:
• Reduce wait time for assistance, by separating time-consuming appointment help from quicker walk-in help and separating basic check-in services from inquiry and assistance services. Given the emphasis on efficient service within the Danica persona, we wanted to ensure that the services provided at the court were effectively distributed to run more efficiently.
• Reduce changes for confusion or error within the courtroom. By providing easy assistance and clarifying complicated concepts relating to how a court trial works or what options are available before entering the court, this service can avoid situations in which misconceptions cause confusion, agitation, or lack of understanding in courthouse visitors.
Victim/Support Services could include a safe and comfortable space with trained professionals where victims of crimes or those in need of support relating to crimes could discuss what happened and be directed towards support resources or explain their legal options. This service could be critical, as it would:
• Encourage victims of crimes to pursue the proper avenues for legal action, which can be an intimidating process
• Help court visitors see the court as a safe place where people are looking to help them: based on research and as seen within our personas, particularly the James persona, frustration and anger directed towards the court/system is not uncommon. Implementing support services can help resolve some of those feelings of negativity.
Learning Reflection
While the project was a success overall, a major aspect we were unable to pursue in-depth was the addition of new services to improve the experience of courthouse visitors. Due to unexpected delays, the clients were unable to provide documentation regarding expectations and goals for services to include in the new court which could benefit courthouse visitors. The notice that this information would not be available came late within our research and conceptualization phase, and due to time constraints, we were unable to pursue other avenues for information on what is and is not feasible in terms of the addition of new services for this project. To avoid this happening again, in future projects we will work with the team and client to establish contingency plans for how to effectively develop our designs if expected information or resources become unavailable.
