The Dutch Court of Justice was about to select technology before understanding how its operations should work
Operational context
Luminos Software is working with the Dutch Court of Justice in Den Bosch to define a long-term operational and technology vision for the judicial environment. The scope was not a single application. It covered how people experience and move through the court — from entering through security, to the front desk, through hearings and courtrooms, to the workflows of clerks and operational staff behind the scenes.
What was breaking
Operational workflows were fragmented. User experiences across different touchpoints were disconnected. Staff coordination depended on manual processes. Like many institutional environments, the court was at risk of starting with technology procurement before understanding what the operation actually needed — a pattern that leads to systems that staff work around rather than with.
Why it mattered
Technology decisions made without operational grounding produce systems that don't fit the work. In a judicial environment — where workflow reliability, visitor handling, and courtroom execution all carry institutional weight — the cost of misaligned technology is high and hard to reverse.
What Luminos Software deployed
Luminos Software facilitated a structured operational research and vision-definition process using the Jobs To Be Done (JTBD) framework. Instead of evaluating vendors or writing feature requirements, the focus was on operational intent, workflow friction, and real user behavior. This produced an operational blueprint for the full court environment, identifying:
- mobile tooling needs for clerks acting as operational hosts within the building
- workflow improvements around visitor handling and coordination between touchpoints
- audio-visual modernisation requirements for courtrooms
- interaction and communication support needs during hearings
- the foundation for vendor evaluation and RFP processes grounded in operational reality
Operational outcome
The project has moved into a second phase, now using value-based JTBD (vJTBD) to translate operational workflows into concrete implementation requirements. Future procurement decisions — including vendor selection and RFP processes — will be driven by operational criteria defined before any technology is selected, not after.
Does this sound familiar?
If your operation depends on manual coordination, disconnected systems, or workflows that only move when someone remembers — we can help.