Below the Belt: Learning from projects that don’t meet expectations

Reshaping Justice: Client-centred service, delivery, technology and innovation Research Symposium, 20 June 2017, Sydney NSW.

Below the belt - a phone app for young people

• 2012

• Concept had merit

• However…

What went wrong?

• App hype

• Timeline

• Project planning tools

• Skill gaps

• Client voice

• Beware last minute changes

The learnings

• Increased confidence

• Get some critical friends

• Failure can make you popular

The learnings

proposition?

User research and a different way of working

Distilling insights from user research

Legal Aid Checker and SMS reminders

Legal assistance referrals

ORBIT