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

Service

Help-Seeker Journey
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Organisation Journey
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June has a phone call with a specialist from Tenants Support

June has a phone call with John where they discuss her issue, the legal process, her rights and options. John helps June draft a letter to send to her landlord requesting a rent reduction, detailing what her situation is, including her financial circumstances as a result of COVID-19.

GoalsActivitiesPain PointsOpportunitiesPotential supportive techInteractions

Service Stage

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

Goals
  • Understand options and be positioned to take action
  • Receive legal advice or legal assistance with key tasks (e.g. preparing documents
  • Understand how to progress issue and what next steps to take
  • Resolve legal issue with best possible outcome
  • Be referred to complementary services where possible (e.g. financial counselling)
Activities
  • Direct assistance is received
  • Can ask lawyer questions
  • Online assistance is received
  • Information is received/obtained
  • Referral is received
Pain Points
  • Regulatory compliance activities can seem over the top (e.g. open and closure letters for limited scope advice appointments)
  • Services are slow, and many cannot assist with urgent requests
  • Services have limited capacity to provide ongoing assistance or representation and discrete assistance can feel like it only scratches the surface of a legal problem
  • Services can often assist with a component of a person's problem, but not all. This means once assistance is received, their problem is not resolved
Opportunities
Potential supportive tech
Interactions
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You are the Organisation
Phone or video calls Email advice Online legal clinics Web apps
In-person Legal procedural interactions
You are the Help-Seeker
Interaction Map Click on the small circles to see how the Help-Seeker interacts with the Organisation
Service