It is important the NSW justice system is experienced as one which is fair, where all participants have a voice and are heard, the judicial process is encountered as neutral, and defendants are treated with respect. The increasing use of audio visual links to connect people in custody with a court undoubtedly changes aspects of the traditional justice process and peoples’ experiences of it. This project sort to understand the current challenges and opportunities created by the use of AVL to develop a range of products and designs to improve people’s experience and uphold the values of the justice system. To do this a collaborative co-design approach was utilised to consider the whole AVL ecosystem including the justice processes, technology, spatial design, roles and orientation processes both in custody and the court.
In understanding people’s experience and developing new products it was important to find a new way to think productively about the AVL court process and the current difficulties. Key themes that emerged were clarity, engagement and visibility in the court process. Wayfinding and the associated literature emerged as a useful basis for re-considering how to improve all participants’ navigation of the AVL court process. The resulting Wayfinding framework articulates eight broad strategies to improve people’s navigation of the justice system using AVL facilities. This framework is valuable for understanding the rationale behind the designs and products created in this project, but also importantly for the development of new concepts for improving the AVL experience. While the scope of this project was reasonable wide, undoubtedly there are many other aspects of the system that could be improved.
This project delivers a range of resources, products and spatial designs. Collectively they represent a substantial resource for improving people’s experience before, during and after AVL court appearances. The resources and designs look to impact positively on the experience of staff and defendants in custody, and those working within the court. Implemented appropriately, and with consideration of the other recommendations in this report, we believe these resources, products and spatial designs will impact significantly on all AVL participants’ experiences of the justice process. They will assist participants to better navigate the AVL court process and perceive the related justice processes as fairer, more neutral and respectful.