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.