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E-forms: saving work or creating stress?
 

E-forms: saving work or creating stress?

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E-forms have benefits, but so do paper forms. To have a successful e-forms project, you need to choose the appropriate level of e-form. This talk also describes several indicators of e-forms project ...

E-forms have benefits, but so do paper forms. To have a successful e-forms project, you need to choose the appropriate level of e-form. This talk also describes several indicators of e-forms project success.

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  • Paper formHM Revenue and Customs sends a pre-printed paying-in bookEmployer fills in with zerosHMRC has to deal with a ‘zero’ paying-in slip Electronic equivalent coming up
  • Killam, R. (2009) “Forms Management: What Forms Managers Think About” User Experience Magazine: Volume 8, Issue 21.Print-on-DemandEssentially, paper forms that are made available electronically. 2. Fill-and-printThe user fills the form online, then prints and sends in. Good if you need a real signature, or the user has to attach a document3. Intelligent electronic formsInclude conditional fields, logon access, hidden fields, and help Data collected is not integrated with enterprise applications. 4. Enterprise-enabledData is merged with enterprise applications e.g. database connections, secure access, electronic signatures, and other enterprise features. 5. Complete business applicationsMultiple forms and sub-forms in an integrated business solution. May have a mixture of intelligent electronic forms and enterprise-enabled forms

E-forms: saving work or creating stress? E-forms: saving work or creating stress? Presentation Transcript

  • CONTENT
    FORMS
    E-forms:saving work or creating stress?
    Caroline Jarrett
    IPCC, University of Twente, Netherlands, 8 July 2010
  • Caroline Jarretttwitter @cjforms caroline.jarrett@effortmark.co.uk
    Stone, Jarrett, Woodroffe and Minocha (2005)
    User interface design and evaluation
    Morgan Kaufmann
    Consultancy: www.effortmark.co.uk
    Forms advice: www.formsthatwork.com
    Training: www.usabilitythatworks.com
    Editing tips: www.editingthatworks.com
    Designing for people who do not read easily: www.designtoread.com
    2
    Jarrett and Gaffney (2008)
    Forms that work: Designing web forms for usability
    Morgan Kaufmann
  • Online forms offer potential benefits
    Cost savings
    Customer service improvements
    Environmental benefits
    3
  • But paper forms also offer benefits
    If the form arrives as paper, why not carry on?
    Paper forms can be easier
    Easier to copy from last year’s form
    Easier to share with another user
    Easier to read and flip
    Easier to start and stop
    Unlikely to crash
    4
    Jarrett, C. (2006) “Why do people persist with paper forms?”
    http://www.usabilitynews.com/news/article3385.asp
  • Outline
    Two examples from the UK
    Choosing the right level of E-Form
    Indicators of likely project success
     
    5
  • Case studies
    Two examples from the UK:
    Ugly but effective
    Usable but defective
     
    6
  • Paper form: sometimes need to report ‘no payment due’
    7
  • 8
  • 9
  • 10
  • Usable but defective:the story of Tax Credits Online
    ‘Tax credit’ is a means-tested payment
    Aims to reduce the ‘poverty gap’, where low-paid workers lose more in state benefits than they gain in wages when moving into work
    Mostly for families with children
    User experience:
    Forms were somewhat simpler than the previous benefit
    Complicated rules about changes in circumstances
    Online application system, extensively tested for usability
    11
  • Tax Credits Online closed in 2005
    Attack by organized gangs
    Still has not reopened
    12
  • Outline
    Two examples from the UK
    Choosing the right level of E-Form
    Indicators of likely project success
     
    13
  • There are five levels of ‘online’ to consider, of increasing technological complexity
    5
    14
    Killam, R. (2009) “Forms Management: What Forms Managers Think About” User Experience Magazine: Volume 8, Issue 2
  • Form taken from a .pdf leaflet explaining what you have to do
    15
  • This is the start of the fillable .pdf
    16
  • Screenshot from the (free) HRS Proenterprise-enabled software
    17
  • As the level of integration increases, you’ll probably need to make more changes
    1. Print-on-Demand
    2. Fill-and-print
    3. Intelligent electronic forms
    4. Enterprise-enabled
    5. Complete business applications
    Change the form number?
    Remove paper-only languageAdd instructions about filling
    Pages appear according to previous inputs
    New pages to handle responses from the application
    Should be a whole new approach to get maximum value
    18
  • Outline
    Two examples from the UK
    Choosing the right level of E-Form
    Indicators of likely project success
    19
  • A typical last-century schematic for a data capture process
    20
    Jarrett, C. (2000) Understanding the costs of data capture: paper, automatic, and with the Internet. CIMTECH
    http://www.formsthatwork.com/files/Articles/DataCaptureCosts.pdf
  • A typical 2010 schematic for a data capture process
    21
    http://www.dataentrysolution.com/subdivision-14-Data-capture.html
  • Well-understood business process:watch the people deal with the paper
    Start with the post room
    Follow through every part of the process
    Find out how they deal with errors and exceptions
    Jarrett, C. (2000) Understanding the costs of data capture: paper, automatic, and with the Internet. CIMTECH
    http://www.formsthatwork.com/files/Articles/DataCaptureCosts.pdf
  • Indicator for E-forms success:low error rates for paper forms
    Typical error rate for a complex form?
    100% (each form has at least one error)
    Typical error rate for a good E-forms process?
    10%?
    23
  • Indicator for E-forms success: Clear benefits for user
    Paper forms have benefits
    Same form as last time
    Easier to share
    Easier to read and flip
    Easier to copy
    Easier to start and stop
    Unlikely to crash
    What incentive can you offer to the user?
    Available on demand
    Do calculations
    Check for (some) errors
    Quicker answers
    24
    Jarrett, C. (2006) “Why do people persist with paper forms?”
    http://www.usabilitynews.com/news/article3385.asp
  • Indicator for E-forms success: High level of web awareness in users
    25
    http://bit.ly/bEMkPB
  • Indicator for E-forms success: Appropriate level of security
    How do the users feel about this form?
    Does it capture personal data?
    What are the risks?
    26
  • Indicator for E-forms success:Online form is optional, at least at initially
    HM Revenue and Customs: P35 (End of year)
    Started with financial incentive (£250, approx € 300)
    Financial incentive reduced each year
    Mandatory for largest businesses, then medium, then small
    Now mandatory, no incentive, for all but a few exceptions
    27
  • Indicator for E-forms success:Don’t try to force 100% compliance
    28
    Stopped
    Nannies
    Religiousobjection
    Care workers
  • Summary
    Choose the right level of E-Form
    Indicators for project success:
    Well-understood business process
    Low error rates for paper forms
    Clear benefits for user
    High level of web awareness in users
    Appropriate level of security
    Online form is optional, at least initially
    Don’t try to force 100% compliance
    29
  • Contact
    Caroline Jarrett
    carolinej@effortmark.co.uk
    Twitter @cjforms
    Slides at: www.slideshare.net/cjforms

    30
  • Caroline Jarrett
    Caroline is an independent user experience and usability consultant who specialises in forms: on the web, on paper, and business processes involving forms.
    She particularly likes working with complex government or financial forms.
    Caroline works on a ‘skills transfer’ basis, helping you and your organisation to learn how to introduce user-centred design, usability, and better forms.
    31