Comparing methods of service delivery: A case study on divorce

Comparing methods of service delivery- A case study on divorceComparing methods of service delivery: A case study on divorce

Report of findings 17th March 2015

Prepared for: Legal Services Board and Legal Services Consumer Panel

By: Karen Troubridge and Graham Williams, BDRC Continental

1. Executive Summary 1.1. Research objectives

The objectives of this research were to provide insight into the consumer experience of divorce and to seek to understand whether this differs by type of channel e.g. face to face services vs. online services. Within this research, we also wanted to understand:

  •   Whether any potential regulatory risks arise in practice across the channels, and if so:
  •   The extent to which any risks identified are generic to all online services or features more likely to be associated with divorce itself rather than the medium of delivery. In other words, the difference, if any, in the consumer experience between online or face to face delivery ofdivorce-related services.

    The research was not expected to develop solutions to the problems identified or to suggest whether there should be any intervention. However, by identifying risks the findings should allow the Legal Services Board (LSB) and Legal Services Consumer Panel (LSCP) to target future work looking at online legal services and suggest areas of interest for regulators wishing to respond to the challenges posed by online advice using divorce as a case study.

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