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Service design to link help seekers to pro bono legal services with Justice Connect


The challenge

Each year 8.5 million Australians have a legal problem and only half will get any help. Unresolved problems can lead to disastrous life outcomes: homelessness, financial stress, family breakdown, illness.

Justice Connect's network of 10,000 pro bono lawyers wanted to do more to help.

Impact opportunity

Using traditional methods, finding people who need help and matching them with the right lawyer is difficult to achieve at scale.

We worked with Justice Connect to design a solution to reach people needing legal assistance wherever they were.


Human-centred design methods were employed to imagine, design and test a product that had end users needs at its core.

We managed the engagement of users from across the legal system to ensure we were designing a solution that could be sustainably supported.

Language played a central role in the design challenge. Ensuring legal concepts and questions were genuinely accessible to our audience, many of whom had low literacy levels or were culturally and linguistically diverse.


We worked with Justice Connect to design a user-friendly, digital-first service for those in need of legal assistance.
Justice Connect’s legal gateway efficiently matches people with the right pro-bono services and lawyers. It’s an example of a scalable and replicable model that's already resulting in higher volumes of people assisted and lower burden on the staff.

Damon O'Sullivan
CEO at Today


This project was awarded Gold in the Social Impact category at the 2019 Good Design Awards, and Best in Category for Service Design at the 2019 Premier’s Design Awards.


Improving access to legal services for vulnerable people is critical in the journey to equity in the justice system.

The Gateway Project is changing the justice landscape with a world-first end-to-end solution that helps people understand and explain their legal problems, communicate service options available to them, and connect them a free lawyer from a network of 10,000 pro bono lawyers.

Want to learn more about our work in the justice sector? Reach out to Peter, Partnerships Director, at


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