What Human-Centered Design Can Tell Us About the State of Dispute Systems Design

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Miller_Alyson_MADR_2019.pdf (1.52 MB)

Date

2019-05-15

Authors

Miller, Alyson

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Abstract

There is a growing recognition that public sector complaint systems do not yield results that are satisfactory for citizens and users. Often complaints are underreported, misrepresented or involve harmful reporting processes. A body of work called Dispute System Design (DSD) evolved to create a systematic approach to designing dispute resolution systems. A genealogical analysis of this literature provides insight into why these complaint systems fail. This paper aims to explore how DSD models and frameworks may be aligned with human-centered design principles to ensure they meet user needs.

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Keywords

Human-Centered Design, Dispute System Design, Design Thinking, Complaint System

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http://hdl.handle.net/1828/10882

Collections

Master's Projects (Master of Public Administration; Master of Arts in Dispute Resolution; Master of Community Development)
 
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