Challenge

FutureGov worked with the Magistrates’ Court of Victoria (MCV) to explore opportunities to enhance the end-to-end experience of applicants obtaining a Family Violence Intervention Order (FVIO).

Approach

Through in-depth user research, we formed insights and design artefacts, such as design principles and as-is/to-be journey maps, that could support the redesign of the service for both applicants and people working in the system.

+35%

increase in Family Violence Intervention Orders in the last 5 years

40

interviews conducted with applicants, registrars and other court staff

The user research highlighted specific problems being experienced by FVIO applicants. FutureGov led the process to co-design solutions to these problems, which resulted in deliverables for MCV to progress with - such as business cases, implementation plans and guides on how to prototype and test new features of the service.

Throughout, FutureGov coached the MCV team in the design process and shared knowledge, templates and tools with them so they could continue to apply these skills and drive the projects forward internally once our engagement was completed.

Impact

The insights were used to recommend new digital and service concepts, along with implementation strategies that the MCV team could take forward to enhance the overall service experience for everyone involved. These findings helped create a predicted improved service experience for victims of domestic violence applying for FVIO and predicted organisational change.

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