Kansas City, KS Court Administrator, Crystal Sprague and Chief Judge, Brandelyn Nichols-Brajkovic, will discuss how they've leveraged user-centered design principles and created journey maps to increase access to justice. During the process (pre-covid), the City journey mapped dozens of services, and in the process of doing so confirmed concerns around equal access to justice issues. Within 24 hours of doing a map, the Judge and Court Administrator initiated a new policy and put in place a judicial administrative order to make it easier for people to interact with the Municipal Court.

During this session, the panelists will discuss:

• How they've built a strong culture internally helping staff understand their role in user-centered design
• How governments can build journey maps to highlight policy, operations and/or simply implement web/content changes
• How to empower and engage employees at all levels in the process of identifying service gaps and delivering better customer service