How we aim to make the German justice system more user-centred while digitalising legal aid

On 10 April 2025, Marlene Kettner and Sonja Wilczek from the German federal government’s DigitalService gave a talk titled ‘How we aim to make the German justice system more user-centred while digitalising legal aid’ at the Amsterdam User Needs First International Design in Government conference. They recapped 2 years of service transformation and shared how they moved from legalese to plain language, paper-based forms to hybrid, and federal structures to a participatory approach.

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