The Johnson County Family Law Triage Tool: Usability Evaluation and Recommendations

Abstract

This analysis describes a usability evaluation of a family law triage tool employed by courts in Johnson County, Kansas to tailor services in dissolution cases. When an individual files for divorce in Johnson County, the court clerk sends them an email link to an online questionnaire. Pursuant to Local Rule 24, petitioners must respond to the online questionnaire and their responses determine the pathway for their case.   The level of court involvement defines each track.   Three possibilities exist:

1) Streamlined/Low-Touch (twice-a-month docket);

2) Tailored Serviced/Medium Touch (business as usual, hearing in 60 days); and

3) Judicial/High Touch (expedited for court hearing within a week or 10 days).    

Where petitioner responses indicate the existence of intimate partner violence, child safety/neglect issues, or high conflict, the case is designated for a high touch pathway and expedited court services.

CU Law’s Access to Justice Innovation Lab, through law students enrolled in the associated experiential learning course in Fall of 2023, conducted observation-based usability testing of the tool.  In reliance on a common usability testing script, law students conducted interviews with twelve participants. After synthesizing common user pain points, the Lab members developed recommendations for improving the tool’s design. They also prototyped their recommended alterations and conducted an additional round of user testing to refine their new prototypes.

Based on their research, class discussions, and testing rounds, the following priorities were identified to improve the experience of self-represented individuals who engage with the triage interview.

1.     Articulate Context & Next Steps for Users

2.     Streamline Question Flow & Provide a Status Bar

3.     Use Plain Language and Avoid Legal Jargon

4.     Use Visual Design to Ease Understanding & Reduce Cognitive Load

5.     Comply with Accessibility Standards (WCAG 2.0 AA)

6.     Incorporate Trauma-Informed Design for Sensitive Issues

Keywords: Access to Justice, Usability Analysis, Trauma-Informed Legal Design, Family Law Triage, Innovation Lab, Legal Design, UX Research

JEL Classification: K36, K41