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CONTENT<br />FORMS<br />E-forms:saving work or creating stress?<br />Caroline Jarrett<br />IPCC, University of Twente, Net...
Caroline Jarretttwitter @cjforms		caroline.jarrett@effortmark.co.uk<br />Stone, Jarrett, Woodroffe and Minocha (2005) <br ...
Online forms offer potential benefits<br />Cost savings<br />Customer service improvements<br />Environmental benefits<br ...
But paper forms also offer benefits<br />If the form arrives as paper, why not carry on?<br />Paper forms can be easier<br...
Outline<br />Two examples from the UK<br />Choosing the right level of E-Form<br />Indicators of likely project success<br...
Case studies<br />Two examples from the UK:<br />Ugly but effective<br />Usable but defective<br /> <br />6<br />
Paper form: sometimes need to report ‘no payment due’<br />7<br />
8<br />
9<br />
10<br />
Usable but defective:the story of Tax Credits Online<br />‘Tax credit’ is a means-tested payment<br />Aims to reduce the ‘...
Tax Credits Online closed in 2005<br />Attack by organized gangs<br />Still has not reopened<br />12<br />
Outline<br />Two examples from the UK<br />Choosing the right level of E-Form<br />Indicators of likely project success<br...
There are five levels of ‘online’ to consider, of increasing technological complexity<br />5<br />14<br />Killam, R. (2009...
Form taken from a .pdf leaflet explaining what you have to do<br />15<br />
This is the start of the fillable .pdf <br />16<br />
Screenshot from the (free) HRS Proenterprise-enabled software<br />17<br />
As the level of integration increases, you’ll probably need to make more changes<br />1.	Print-on-Demand<br />2. 	Fill-and...
Outline<br />Two examples from the UK<br />Choosing the right level of E-Form<br />Indicators of likely project success<br...
A typical last-century schematic for a data capture process<br />20<br />Jarrett, C. (2000) Understanding the costs of dat...
A typical 2010 schematic for a data capture process<br />21<br />http://www.dataentrysolution.com/subdivision-14-Data-capt...
Well-understood business process:watch the people deal with the paper<br />Start with the post room<br />Follow through ev...
Indicator for E-forms success:low error rates for paper forms<br />Typical error rate for a complex form?<br />100% (each ...
Indicator for E-forms success: Clear benefits for user<br />Paper forms have benefits<br />Same form as last time<br />Eas...
Indicator for E-forms success: High level of web awareness in users<br />25<br />http://bit.ly/bEMkPB<br />
Indicator for E-forms success: Appropriate level of security<br />How do the users feel about this form?<br />Does it capt...
Indicator for E-forms success:Online form is optional, at least at initially<br />HM Revenue and Customs: P35 (End of year...
Indicator for E-forms success:Don’t try to force 100% compliance<br />28<br />Stopped<br />Nannies<br />Religiousobjection...
Summary<br />Choose the right level of E-Form<br />Indicators for project success:<br />Well-understood business process<b...
Contact<br />Caroline Jarrett<br />carolinej@effortmark.co.uk<br />Twitter @cjforms<br />Slides at: www.slideshare.net/cjf...
Caroline Jarrett<br />	Caroline is an independent user experience and usability consultant who specialises in forms: on th...
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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 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
  • Transcript of "E-forms: saving work or creating stress?"

    1. 1. CONTENT<br />FORMS<br />E-forms:saving work or creating stress?<br />Caroline Jarrett<br />IPCC, University of Twente, Netherlands, 8 July 2010 <br />
    2. 2. Caroline Jarretttwitter @cjforms caroline.jarrett@effortmark.co.uk<br />Stone, Jarrett, Woodroffe and Minocha (2005) <br />User interface design and evaluation <br />Morgan Kaufmann<br />Consultancy: www.effortmark.co.uk<br />Forms advice: www.formsthatwork.com<br />Training: www.usabilitythatworks.com<br />Editing tips: www.editingthatworks.com<br />Designing for people who do not read easily: www.designtoread.com<br />2<br />Jarrett and Gaffney (2008)<br />Forms that work: Designing web forms for usability <br />Morgan Kaufmann<br />
    3. 3. Online forms offer potential benefits<br />Cost savings<br />Customer service improvements<br />Environmental benefits<br />3<br />
    4. 4. But paper forms also offer benefits<br />If the form arrives as paper, why not carry on?<br />Paper forms can be easier<br />Easier to copy from last year’s form<br />Easier to share with another user<br />Easier to read and flip<br />Easier to start and stop<br />Unlikely to crash<br />4<br />Jarrett, C. (2006) “Why do people persist with paper forms?”<br />http://www.usabilitynews.com/news/article3385.asp<br />
    5. 5. Outline<br />Two examples from the UK<br />Choosing the right level of E-Form<br />Indicators of likely project success<br /> <br />5<br />
    6. 6. Case studies<br />Two examples from the UK:<br />Ugly but effective<br />Usable but defective<br /> <br />6<br />
    7. 7. Paper form: sometimes need to report ‘no payment due’<br />7<br />
    8. 8. 8<br />
    9. 9. 9<br />
    10. 10. 10<br />
    11. 11. Usable but defective:the story of Tax Credits Online<br />‘Tax credit’ is a means-tested payment<br />Aims to reduce the ‘poverty gap’, where low-paid workers lose more in state benefits than they gain in wages when moving into work<br />Mostly for families with children<br />User experience:<br />Forms were somewhat simpler than the previous benefit<br />Complicated rules about changes in circumstances<br />Online application system, extensively tested for usability<br />11<br />
    12. 12. Tax Credits Online closed in 2005<br />Attack by organized gangs<br />Still has not reopened<br />12<br />
    13. 13. Outline<br />Two examples from the UK<br />Choosing the right level of E-Form<br />Indicators of likely project success<br /> <br />13<br />
    14. 14. There are five levels of ‘online’ to consider, of increasing technological complexity<br />5<br />14<br />Killam, R. (2009) “Forms Management: What Forms Managers Think About” User Experience Magazine: Volume 8, Issue 2<br />
    15. 15. Form taken from a .pdf leaflet explaining what you have to do<br />15<br />
    16. 16. This is the start of the fillable .pdf <br />16<br />
    17. 17. Screenshot from the (free) HRS Proenterprise-enabled software<br />17<br />
    18. 18. As the level of integration increases, you’ll probably need to make more changes<br />1. Print-on-Demand<br />2. Fill-and-print<br />3. Intelligent electronic forms<br />4. Enterprise-enabled<br />5. Complete business applications<br />Change the form number?<br />Remove paper-only languageAdd instructions about filling<br />Pages appear according to previous inputs<br />New pages to handle responses from the application<br />Should be a whole new approach to get maximum value<br />18<br />
    19. 19. Outline<br />Two examples from the UK<br />Choosing the right level of E-Form<br />Indicators of likely project success<br />19<br />
    20. 20. A typical last-century schematic for a data capture process<br />20<br />Jarrett, C. (2000) Understanding the costs of data capture: paper, automatic, and with the Internet. CIMTECH<br />http://www.formsthatwork.com/files/Articles/DataCaptureCosts.pdf<br />
    21. 21. A typical 2010 schematic for a data capture process<br />21<br />http://www.dataentrysolution.com/subdivision-14-Data-capture.html <br />
    22. 22. Well-understood business process:watch the people deal with the paper<br />Start with the post room<br />Follow through every part of the process<br />Find out how they deal with errors and exceptions<br />Jarrett, C. (2000) Understanding the costs of data capture: paper, automatic, and with the Internet. CIMTECH<br />http://www.formsthatwork.com/files/Articles/DataCaptureCosts.pdf<br />
    23. 23. Indicator for E-forms success:low error rates for paper forms<br />Typical error rate for a complex form?<br />100% (each form has at least one error)<br />Typical error rate for a good E-forms process?<br />10%?<br />23<br />
    24. 24. Indicator for E-forms success: Clear benefits for user<br />Paper forms have benefits<br />Same form as last time<br />Easier to share<br />Easier to read and flip<br />Easier to copy<br />Easier to start and stop<br />Unlikely to crash<br />What incentive can you offer to the user?<br />Available on demand<br />Do calculations<br />Check for (some) errors<br />Quicker answers<br />24<br />Jarrett, C. (2006) “Why do people persist with paper forms?”<br />http://www.usabilitynews.com/news/article3385.asp<br />
    25. 25. Indicator for E-forms success: High level of web awareness in users<br />25<br />http://bit.ly/bEMkPB<br />
    26. 26. Indicator for E-forms success: Appropriate level of security<br />How do the users feel about this form?<br />Does it capture personal data?<br />What are the risks?<br />26<br />
    27. 27. Indicator for E-forms success:Online form is optional, at least at initially<br />HM Revenue and Customs: P35 (End of year)<br />Started with financial incentive (£250, approx € 300)<br />Financial incentive reduced each year<br />Mandatory for largest businesses, then medium, then small<br />Now mandatory, no incentive, for all but a few exceptions<br />27<br />
    28. 28. Indicator for E-forms success:Don’t try to force 100% compliance<br />28<br />Stopped<br />Nannies<br />Religiousobjection<br />Care workers<br />
    29. 29. Summary<br />Choose the right level of E-Form<br />Indicators for project success:<br />Well-understood business process<br />Low error rates for paper forms<br />Clear benefits for user<br />High level of web awareness in users<br />Appropriate level of security<br />Online form is optional, at least initially<br />Don’t try to force 100% compliance<br />29<br />
    30. 30. Contact<br />Caroline Jarrett<br />carolinej@effortmark.co.uk<br />Twitter @cjforms<br />Slides at: www.slideshare.net/cjforms<br />”<br />30<br />
    31. 31. Caroline Jarrett<br /> Caroline is an independent user experience and usability consultant who specialises in forms: on the web, on paper, and business processes involving forms.<br /> She particularly likes working with complex government or financial forms. <br /> Caroline works on a ‘skills transfer’ basis, helping you and your organisation to learn how to introduce user-centred design, usability, and better forms. <br />31<br />
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