Humana Design conducted on-site jury experience research for the Juries Commissioner of Victoria at the Supreme Court in Melbourne, producing a full service blueprint and journey map to reveal opportunities and gaps in the core jury experience.
The context The Juries Commissioner of Victoria oversees the administration of jury service across the state of Victoria, Australia. The jury experience touches hundreds of people each week: citizens summoned for duty, court staff, judges, legal teams, and the operational teams that keep the system running. By late 2017, the Commissioner wanted a clearer, shared picture of what the jury experience actually felt like from the inside — not just the official process map, but the lived experience of the people moving through it. In November 2017, the Juries Commissioner engaged Humana Design to conduct on site jury experience research at the Supreme Court in Melbourne and to turn those insights into a full service blueprint and journey map that the whole organisation could use. What we did Over four days on site at the Supreme Court, Humana Design observed, interviewed and mapped the end to end jury experience — from the first notification to the final day of service and beyond. On site research over four days. We embedded directly at the Supreme Court in Melbourne, observing the daily reality of jury service and speaking with the people who deliver it and the citizens who live it. Jur
Humana Design — service design and design research consultancy, Dublin, Ireland.