The Design principles
We have worked to define a shared standard of what “good” looks like when seeking to create digital tools that improve Access to Justice.
We brought together A2J sector leaders to align on what best-practice design looks like for trusted digital legal tools, and used that alignment to shape the design principles to guide the next generation of legal services.
01
Start with people
- Understand the needs of all actors across the ecosystem.
- Involve people from the start, not just testing at the end.
- Invest in genuine co-design with lived experience.
- Define “success” by what actually matters to people.
02
Build trust through transparency and accountability
- Be transparent about what the tool does and doesn’t do.
- Evaluate and communicate real impact honestly.
- Build accountability and governance in from the start.
- Keep a qualified lawyer accountable for legal content.
03
Design for equity, fairness, and inclusion
- Design to close gaps, not widen them.
- Prioritise dignity, clarity, and agency.
- Apply trauma-informed design; mitigate bias in AI.
- Provide clear pathways to human support.
04
Provide actionable guidance
- Guide users toward informed next steps.
- Demarcate legal information from legal advice.
- Support decisions without overstepping into advice.
- Be honest about what the tool cannot do.
05
Use technology purposefully
- Ask first whether technology is the right solution.
- Strengthen what exists before building new.
- Where AI is used, prove it creates better social impact.
- Commit to constant testing and evaluation.
The Design principles
We have worked to define a shared standard of what “good” looks like when seeking to create digital tools that improve Access to Justice.
We brought together A2J sector leaders to align on what best-practice design looks like for trusted digital legal tools, and used that alignment to shape the design principles to guide the next generation of legal services.
01
Start with people
- Understand the needs of all actors across the ecosystem.
- Involve people from the start, not just testing at the end.
- Invest in genuine co-design with lived experience.
- Define “success” by what actually matters to people.
02
Build trust through transparency and accountability
- Be transparent about what the tool does and doesn’t do.
- Evaluate and communicate real impact honestly.
- Build accountability and governance in from the start.
- Keep a qualified lawyer accountable for legal content.
03
Design for equity, fairness, and inclusion
- Design to close gaps, not widen them.
- Prioritise dignity, clarity, and agency.
- Apply trauma-informed design; mitigate bias in AI.
- Provide clear pathways to human support.
04
Provide actionable guidance
- Guide users toward informed next steps.
- Demarcate legal information from legal advice.
- Support decisions without overstepping into advice.
- Be honest about what the tool cannot do.
05
Use technology purposefully
- Ask first whether technology is the right solution.
- Strengthen what exists before building new.
- Where AI is used, prove it creates better social impact.
- Commit to constant testing and evaluation.
The Design principles
We have worked to define a shared standard of what “good” looks like when seeking to create digital tools that improve Access to Justice.
We brought together A2J sector leaders to align on what best-practice design looks like for trusted digital legal tools, and used that alignment to shape the design principles to guide the next generation of legal services.
01
Start with people
- Understand the needs of all actors across the ecosystem.
- Involve people from the start, not just testing at the end.
- Invest in genuine co-design with lived experience.
- Define “success” by what actually matters to people.
02
Build trust through transparency and accountability
- Be transparent about what the tool does and doesn’t do.
- Evaluate and communicate real impact honestly.
- Build accountability and governance in from the start.
- Keep a qualified lawyer accountable for legal content.
03
Design for equity, fairness, and inclusion
- Design to close gaps, not widen them.
- Prioritise dignity, clarity, and agency.
- Apply trauma-informed design; mitigate bias in AI.
- Provide clear pathways to human support.
04
Provide actionable guidance
- Guide users toward informed next steps.
- Demarcate legal information from legal advice.
- Support decisions without overstepping into advice.
- Be honest about what the tool cannot do.
05
Use technology purposefully
- Ask first whether technology is the right solution.
- Strengthen what exists before building new.
- Where AI is used, prove it creates better social impact.
- Commit to constant testing and evaluation.