Case study of legal design: redesign of pension decision documents #LDS2017

At the Legal Design Summit in Helsinki, a profile of how Dottir, Varma , and Hellon — a law firm, client, and service design agency, came together to redesign how pension decision documents are created. Instead of sending cold recitations of the law and decision, the group used human centered design to understand the emotional experience of the recipient, as well as their practical needs, to draft a new decision letter. They used a mixture of lawyers and service design collaboration, as well as stakeholder co-design.