Published: 20/07/2026
Customer Success Stories
From complexity to clarity: how UX is shaping JustFine at the FPS Justice
At the FPS Justice, the Fines Platform (formally Crossborder) processes millions of traffic fines every year. For citizens, the process appears simple: receiving a letter, making the payment, and moving on. Behind the scenes, however, a complex system handles legal interpretations, where exceptions and nuances are the rule rather than the exception. To address this growing complexity, the JustFine programme was launched. Its objective: to modernize fine processing and develop a user-friendly, intuitive application that is both efficient and future-proof.
A strong foundation, but no shared vision
Over the years, the existing system became increasingly complex. Legal changes, extensions, and exceptions made processes difficult to understand, and expertise became scarce. It was clear that a new approach was needed.
Within JustFine, the right building blocks were already in place. The business held extensive knowledge and documentation, development had laid important technical foundations, and project management ensured the necessary structure.
Yet one crucial element was missing: a shared vision of what the end result should look like. Each team worked from its own perspective, with its own logic and terminology. This made it difficult to align the different components and move collectively toward a clear end goal.
UX as a unifying force
In this context, UX plays a key role, not as a cosmetic addition, but as a means to make complexity understandable and discussable.
Together with FPS Justice, Inetum mapped the essence of the system:
- what information users need
- what actions they must be able to perform
- how a case evolves throughout the system
These insights were first translated into sketches, and then into wireframes and an interactive prototype.
By making the system visual and tangible, a shared understanding gradually emerged among all stakeholders.
From individual insights to one shared reality
The impact became visible quickly. The business recognized the processes and was able to refine them further. Development gained a clearer view of how technical choices translate into concrete functionalities. End users recognized their day-to-day reality and could provide more targeted feedback.
For the first time, a shared vision of the end result emerged.
“By putting UX at the centre, we were able to translate the complexity of our processes into something tangible and understandable. This significantly strengthened collaboration between all teams involved.” — Magalie Roijers, Director Fines Platform, FPS Justice
UX as a driver of collaboration and acceleration
Within JustFine, UX now acts as a connecting layer across disciplines. The design has been set up as a living tool that facilitates discussions and provides direction to the project. Conversations have become more concrete, questions more specific, and decisions better grounded. Analysis processes are faster, and the entire team has a tangible framework to work towards.
We continue to build JustFine together. By placing UX at the centre, a collection of ideas has been transformed into a concrete, shared project with a clear path forward.
This new approach lays the foundation for a more user-friendly, transparent, and sustainable fines platform, demonstrating how clear user experience is essential in delivering complex digital transformations within the public sector.
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