Help-Seeker

Awareness

Consideration

Engage

Service

Outcome

Becomes Aware of Legal issue Provides information about Legal issues
Considers their options of who can help Provides information about services offered
Engages with an organisation to help Engages with a help-seeker to provide help
Receives service, to help with their legal issue Provides a service to the help-seeker
Resolves their legal issue Closes the case and reports

Outcome

Help-Seeker Journey
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Organisation Journey
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June’s landlord approves her requested rent reduction after receiving her letter

June is relieved to have gotten her desired outcome and contacts John from Tenants Support to let him know of the good news. John asks her to complete a survey about the service provided, which June is more than happy to.

GoalsActivitiesPain PointsOpportunitiesPotential supportive techInteractions

Outcome Stage

The Help-Seeker'sOrganisation's GoalsActivitiesPain PointsOpportunitiesPotential supportive techInteractions:

Goals
  • Share feelings
  • Give feedback
  • Any follow up for legal problem
Activities
  • Advise organisation of outcome
  • Post on website or social media
  • Complete surveys
Pain Points
  • The outcome did not meet help-seeker's expectations
  • The outcome does not improve help-seeker's situation
  • Help-seeker does not understand the outcome
  • Legal assistance does not address the help-seeker's whole problem
Opportunities
Potential supportive tech
Interactions
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Outcome