Miller, Alyson2019-05-162019-05-1620192019-05-15http://hdl.handle.net/1828/10882There 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.enAvailable to the World Wide WebHuman-Centered DesignDispute System DesignDesign ThinkingComplaint Systemproject