Service design research project to improve the process of obtaining protective measures for women victims of gender-based violence — a process that is slow and often ineffective.

We conducted field research and conversations with justice system officials — including police stations, Women's Emergency Centers (CEM), the Public Prosecutor's Office and the Judiciary — to identify key barriers in the system.

To avoid revictimisation, we did not interview women during this initial phase. Their voices will be central in the next stages of the project.

• Map the existing service journey and identify systemic barriers to obtaining protective measures.
• Understand the pain points experienced by service providers as well as those seeking help.
• Lay the groundwork for a redesigned service that centres the safety and dignity of women.

• Field research at police stations, CEM offices, the Public Prosecutor's Office and the Judiciary.
• Stakeholder interviews with justice system officials.
• Research synthesis — key barriers identified: lack of clear guidance, technical jargon in legal forms, overly complex service flows, limited infrastructure and understaffed offices.
• Service design recommendations for the next phase of the project.