The criminal justice system can be siloed when it comes to data storage, collection and management. This impacts those who engage with the justice system by making up to date, accurate information difficult to access. Using trauma informed research methods, this project aimed to understand how to make data more accessible to those who are more vulnerable within the justice system - victims and witnesses.
Project Overview
Role Lead User Researcher
Team UX Research, Business Analyst, Project Manager, Technical Architect.
Process Discovery
Methods Desk research, in depth interviews, focus groups, collaborative sensemaking workshops, journey mapping, trauma informed research
Project Length 14 weeks
Challenge
Conduct exploratory research within a complex space with vulnerable members of society
Shift client focus from purely technical to person centred and trauma informed
Deliver insights that lead to a recommendation on next steps
Approach
To begin, desk research was conducted. Reviews of policy guidance and previous research were documented. Organsations/working groups with similar goals were identified, contacted, and invited to collaborate.
A research proposal and approach was drafted, focusing on the principles of trauma informed research - safety, choice, collaboration, trustworthiness and empowerment. This meant making decisions such as using proxy user groups to represent the needs of victims and witnesses via support organisations to ensure the safety of individuals.
Consent forms, research approach, and file storage were all assessed and approved through a rigorous ethical approval process prior to engagements.
14 in-depth interviews and 2 focus groups were conducted to gather needs, pain points and journey points. SME interviews were also conducted to understand the underlying technical constraints on data.
Data was anonymised, stored and analysed in collaborative sensemaking sessions with working groups to reduce bias.
Results
Evidence and understanding of the impact of siloed systems on victims and witnesses
Defined models of victim centred data and information along with need statements and user voice
High-level understanding of a victim moving through the justice system through detailed journey map across organisations
Clear recommendations on next steps in the form of a research report
Insights which formed the bases of a business case for further funding