Overview
Büro North collaborated with the Court Services Victoria to develop a comprehensive digital wayfinding solution aimed at making court visits less intimidating and more user-friendly. Recognizing the high levels of stress and discomfort typically associated with court visits, we began our design process by thoroughly reviewing each part of the court experience. Research with users, staff, and volunteers indicated that a human-centered approach, paired with contemporary digital tools, would improve outcomes, particularly for at-risk and vulnerable users.
Our co-design activities identified the specific requirements of various user groups. We developed digital wayfinding principles and a cohesive language that would be consistent throughout the facility and its website. Common language and icons were used to create a familiar and intuitive experience. By simplifying information and collaborating closely with Court and Tribunal stakeholders, we ensured that our designs could be seamlessly implemented.
Integration with the Wardle Studio architectural team allowed us to embed wayfinding systems into the building’s fabric, creating a smooth transition from entry to exit. This seamless experience was further enhanced by a consistent graphic language that stands out within the facility and on personal devices, balanced with sensitive material choices to blend naturally into the environment.
We tested the design using interactive prototypes, a VR model and our Customer Centred Design methodology. This allowed us to identify and address issues before implementation. The resulting digital solution developed in collaboration with Publicis Sapient and AX Interactive is highly functional, safe, and aesthetically pleasing. It combines physical and digital tools to keep information relevant and up-to-date across all communication channels so that court, case, room, arrival and court processes are coordinated digitally.
Accessibility was a key focus from the outset. We carefully considered legibility, contrast, and usability, ensuring the design was inclusive for all users. Pre-visit information provided through web portals aligns with on-site information, maintaining consistency in function and aesthetics.
The digital kiosk designs support equitable access by adjusting information based on user height, and custom building directories use subtle animation to clearly communicate detailed information. Digital displays at court entries convey upcoming sessions, educate users, and manage expectations.
The design team coordinated a diverse range of stakeholder groups, utilizing the expertise of Court and Tribunal staff to refine the design through a co-design process. The digital system maximizes space and technology use, allowing for a multi-jurisdictional approach and significant cost savings.
We engaged with a diverse group of people to test our design, ensuring it met the needs of all users. Our approach also acknowledges the Dja Dja Warrung as the traditional custodians of the land, with room names in Dja Dja Warrung language resulting from consultations with community elders. This inclusive approach, supported by custom icons and best practice terminology, ensures the system is equitable and accessible to all.
"This enables users to engage more effectively with the court services enabling equitable access to justice".
Tim Esmonde
