designing for inclusion in legal aid technology

Welcome to LSNTAP’s Designing for Inclusion in Legal Aid Technology Webinar!

August 2, 2017

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LSNTAP is recording this training and will post it to LSNTAP.org.

Welcome to LSNTAP’s Designing for Inclusion in Legal Aid Technology Webinar!

August 2, 2017

Mirenda Meghelli, LawHelp Interactive Program Coordinator at Pro Bono Net

Introduction, Terminology, and Key Concepts

Panelists • Jack Haycock, Client Focused Technology Innovator,

Pine Tree Legal Assistance, Inc.

• Mirenda Meghelli, LawHelp Interactive Program Coordinator, Pro Bono Net (moderator)

•Roger Rand, Technology Manager, Multnomah County Circuit Court, Portland, Oregon

•Teri Ross, Interim Executive Director, Illinois Legal Aid Online

Roadmap• Introduction, terminology, and key concepts

• Using gender neutral language in client education materials and related technology

• Inclusive design and testing: Victims Legal Assistance Network (VLAN) Victim of Crime Portal

• Multnomah County Circuit Court: Updates to meet the needs of a growing, diverse population

• Q&A; Discussion

• Diversity is variety. It the statistical presence of a variety of people or things.

• Kinds of diversity with respect to identity - racial, ethnic, gender, ability,

educational background, opinion, geographic, class, occupational, sexual

orientation, etc.

Diversity

Diversity (cont’d)

Source: Legal Services Corporation Office of Data Governance and Analysis; Grant Activities Report 2008-2015; http://public.tableau.com/views/ClientCharacteristics-StateandLocalv_2notext/ProgramDashboard-ClientCharacterstics?:embed=y&:display_count=yes

• Inclusion is the action or state of including or of being included within a group

or structure. More than simply diversity and numerical representation,

inclusion involves authentic and empowered participation and a true sense of

belonging.

Source: Race Equity and Inclusion Action Guide: 7 Steps to Advance and Embed Race Equity and Inclusion Within Your Organization, The Annie E. Casey Foundation (2014), http://www.aecf.org/resources/race-equity-and-inclusion-action-guide/

Inclusion

What do we mean by Designing for Inclusion?

• Designing for Inclusion / Universal Design: design that considers the full range of human diversity with respect to ability, language, culture, gender, age and other forms of human differences

Cultural Competency in Legal Aid • To be culturally competent in legal aid means having the capacity to provide

effective legal assistance that is grounded in an awareness of and sensitivity to the diverse cultures in the provider’s service area.

Source: http://povertylaw.org/sites/default/files/files/training/blst/aba_standards_-_2.4.pdf

Cultural Humility v. Competence

Source: http://en.wikipedia.org/wiki/Cultural_humility, citing Hook, J.N. (2013). Cultural Humility: Measuring openness to culturally diverse clients. Journal of Counseling Psychology.

Designing for Inclusion in Legal Aid Tech: An Example

• Technology designed with multi-lingual functionality

Designing for Inclusion in Legal Aid Tech: An Example

• Inclusive development, testing, and staffing: inclusion of diverse groups important at each stage of tech project development particularly where the final product is meant to meet the needs of diverse clients

BYE BYE BINARY

D I TC H I N G T H E G E N D E R B I N A R Y I N Y O U R C L I E N T E DJ A C K H A Y C O C K , P I N E T R E E L E G A L A S S I S T A N C E

J H A Y C O C K @ P T L A . O R G

G E N D E R W H AT ? GENDER IDENTITY 101

THE GENDER BINARY DEMYSTIFIED

WHEREYOUFITIN

SEEING THE GENDER BINARY

A FEW OTHER BASICS

There is no set, definitive list of gender

identities.

You can’t see gender identity – it is how a

person feels about themself, not how they look.

Gender identity can be fluid – it can change

over time. This doesn’t mean it isn’t invalid.

W H AT D O E S T H I S H AV E T O D O

W I T H C L I E N T E D ?

YOU KNOW WHAT THEY SAY ABOUT MAKING ASSUMPTIONS…

ASSUMING A CLIENT EXPERIENCE

Talking about parties in a divorce or

parental rights case in terms of

mother/father, husband/wife.

Asking for gender with the options

“male” and “female” on intake or

survey forms.

Unnecessarily gendering parties –

“If your landlord does x, send him/her

this letter.”

CONSEQUENCES OF THESE ASSUMPTIONS

Alienates clients who don’t “fit the mold.” Goes beyond just ignoring same sex marriage, also enforces the gender binary.

Forces clients to sort themselves in a way that may dismiss their gender identity. Might not be necessary, anyway.

Doesn’t actually accomplish anything. Can be awkward or annoying to read, write, and maintain.

CLIENT ED IS FOR OUR CLIENTS. ALL OF OUR CLIENTS

K I C K I N G T H E G E N D E R B I N A R Y O U T O F Y O U R C L I E N T E DW H E R E TO S TA R T

DON’ T ASSUME GENDER WITHIN FAMILIES OR RELATIONSHIPS

ALTERNATIVES TO GENDERED LANGUAGE

GENDERED L ANGUAGE

“You will need to go to

mediation with your

husband/wife.”

“If paternity is an issue in

your divorce…”

GENDER NEUTRAL L ANGUAGE

“You will need to go to

mediation with your

spouse.”

“If parentage (a question

about who is the parent of

a child) is an issue in your

divorce…”

DON’ T ASK ABOUT GENDER IN SURVEYS OR INTAKE IF YOU DON’ T HAVE TO

IF YOU HAVE TO ASK , DITCH THE BINARY

ALTERNATIVES TO BINARY QUESTIONS

NOT GREAT

Select one: Male

Female

Select one: Male

Female Other

“Please select your

gender”

BETTER

“How would you like us to report your gender”

Use fill in the blank boxes instead of limited option bubbles only

Make questions about gender optional, if you can.

Ask for sex instead of gender, if that’s what you have to report on. Be flexible here, too.

USE “THEY” AS A SINGULAR PRONOUN

HOW TO USE THE SINGULAR “THEY”

GENDERED L ANGUAGE

• “You should talk to her about this

before making any decisions…”

• “You can deliver the summons to

his/her home…”

• “You can ask the Court Clerk about

this. He should be able to help you

find the right courtroom.”

NON-GENDERED L ANGUAGE

• “You should talk to them about this

before making any decisions…”

• “You can deliver the summons to their

home. “

• “You can ask the Court Clerk about

this. They should be able to help you

find the right courtroom.”

BUT WHAT ABOUT THE GRAMMAR?!

LEGAL AID AND THE CASE OF THE MYSTERIOUS GENDER NEUTRAL UMBRELLA

W H E R E D O W E G O F R O M H E R E ?

Y O U W I L LM A K E M I S TA K E S -D O N ’ T L ET T H AT S T O P Y O U

DESIGNING FOR

YOUR USERS

Case study: VOC.IllinoisLegalAid.org

The

next 15

minutes

• About

• Design

–User personas

–User journeys

–User testing

• Develop

• Market

About

Victims Legal Assistance Network (VLAN)

VICTIMS OF CRIME

FY12 Demonstration Pilot Project DOJ

Legal Aid Society of Metropolitan Family Services

Wraparound services

AREAS OF INTEREST

Gun violence

Elder abuse & neglect

Human trafficking

Domestic abuse & sexual assault

Other crimes

Design

User-focused process

ONLINE = PERSONAL?

Validation

Hope

Control

Warm hug

PERSONAS

Representation of a user

Data based

Empathy | Focus | Consensus | Decisions

https://www.smashingmagazine.com/2014/08/a-closer-look-at-personas-part-1/

JOURNEYS

Walk in the shoes of your client / user / customer

https://www.nngroup.com/articles/customer-journey-mapping/

WORKSHOPS

Plan + plan more

Facilitate

Expect to be stumped

https://medium.com/@harrybr/how-to-run-an-empathy-user-journey-mapping-workshop-813f3737067

TESTING

Your assumptions

Your visuals

Your words

http://uxmastery.com/learn-user-testing-in-10-minutes/

Develop

Code

THE PORTAL

VOC.IllinoisLegalAid.org

Market

If you build it

Qs?

tross@illinoislegalaid.org

Multnomah County Circuit Court

Portland, Oregon

Existing Multnomah County

Courthouse – Built 1914

Multnomah County Circuit Court

Growing and Changing Community

Year Multnomah County Population Percent Increase

1960 522,813

1970 556,667 6.5%

1980 562,640 1.1%

1990 583,887 3.8%

2000 660,486 13.1%

2010 735,334 11.3%

2016(est) 799,766 8.8%

US Census Bureau

Tri County Population 2016 est

1,790,607

https://www.census.gov/quickfacts/fact/table/multnomahcountyoregon,clackamascountyor

egon,washingtoncountyoregon/PST045216

PV Array

• 170 Kilowatt

(DC)

Court Schedules and Announcements

Available on every floor

Building Access to Justice

Non-Binary Awareness

Gender Neutral Symbols for Bathrooms

Audio/Visual Queuing

Family Law Facilitation

Family Law Self-Help Center

• Family Law Wayfinding and Queuing System

• Family Law Facilitators

• Family Law Self-Help Center

Courtrooms

• Digital Court Schedules

• ADA Accessible

–Infrared Assisted Listening devices

–Wheel Chair Accessible: Visitors, Witnesses, Jurors

• Audio and Video Presentation

–100 inch high definition LED display

–State of the art sound system

–Video Conferencing

–Teleconferencing

–Connections built into the Counsel Tables

• Improved Security

Ideas and Suggestions for

Improvement

• Processes can change

• System Development and Testing

• Feedback

Diversity and Equity in the Workplace

Listening Sessions

• Panel of Chief Judges

• Offered in Community Centers

Opening a Dialogue about Diversity

Lunch and Learns

• 60 – 90 minute informative sessions

• Not Mandatory

• Topics Include

– History of Islam

– LGBTQ

– Race and the Law

– Immigration and Foreign Born Residents

– Disabilities – panel discussion

– Native American Culture

– Russian Cultural Insights

Mandatory Training

• Security Awareness and Personal Safety

• Trauma Informed Training

• Implicit Bias and Race Awareness

Thank you

Contact:

Roger.S.Rand@ojd.state.or.us

For More Information:

• Jack Haycock, JHaycock@ptla.org

• Mirenda Meghelli, mmeghelli@probono.net

• Roger Rand, Roger.S.RAND@ojd.state.or.us

• Teri Ross, tross@illinoislegalaid.org

THANK YOU FOR ATTENDING TODAY!

More information at www.lsntap.org

Contact Information

Sart Rowe (brianr@nwjustice.org) or via chat on www.lsntap.org

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