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Using Data to Improve ODR

Using Data to Improve ODR

How can you gather user data to improve the ODR software?



Full Transcript

There are several ways. One of them is to simply analyse the usage data, so working with a tech-based application allows us to automatically collect a lot of data, how long do people spend in dialogue phase. After how many weeks or months do they request mediation? What are the chances of success if people agree to 50% of the issues themselves? You name it. So, that’s one way where we can learn. Of course, we have to be very careful not to violate any privacy regulation there. We build it in such a way where we can use some data without doing that.


Another thing is we send web-based surveys to the users, where they transition to the next phase from the intake, to the dialogue, to the mediation, etc. so we can really learn per phase what their experiences are, collecting some quantitative data as well.


But we also organise focus groups with real users. We typically put six of our users together in a room, and we let them reflect on the challenges that they’ve experienced. Maybe they have some ideas of how we can improve it. We do the same thing with mediators and the other service providers as well. It’s some kind of triangulation of data collection from several different sources where we see we can learn from.

About the mediator

Jin Ho Verdonschot Profile Pic

Jin Ho combines expertise from dispute system design, access to justice, UX/UI design, and (online) dispute resolution. He helps courts and other justice sector organisations to update and innovate their procedures and justice processes. For the past 8 years, he has been utilising technology to build better user interfaces for the justice system. Jin Ho initiated, designed and implemented several IT based justice applications in both the ... View Mediator