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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 …

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

    • 1. CONTENT
      FORMS
      E-forms:saving work or creating stress?
      Caroline Jarrett
      IPCC, University of Twente, Netherlands, 8 July 2010
    • 2. 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
    • 3. Online forms offer potential benefits
      Cost savings
      Customer service improvements
      Environmental benefits
      3
    • 4. 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
    • 5. Outline
      Two examples from the UK
      Choosing the right level of E-Form
      Indicators of likely project success
       
      5
    • 6. Case studies
      Two examples from the UK:
      Ugly but effective
      Usable but defective
       
      6
    • 7. Paper form: sometimes need to report ‘no payment due’
      7
    • 8. 8
    • 9. 9
    • 10. 10
    • 11. 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
    • 12. Tax Credits Online closed in 2005
      Attack by organized gangs
      Still has not reopened
      12
    • 13. Outline
      Two examples from the UK
      Choosing the right level of E-Form
      Indicators of likely project success
       
      13
    • 14. 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
    • 15. Form taken from a .pdf leaflet explaining what you have to do
      15
    • 16. This is the start of the fillable .pdf
      16
    • 17. Screenshot from the (free) HRS Proenterprise-enabled software
      17
    • 18. 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
    • 19. Outline
      Two examples from the UK
      Choosing the right level of E-Form
      Indicators of likely project success
      19
    • 20. 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
    • 21. A typical 2010 schematic for a data capture process
      21
      http://www.dataentrysolution.com/subdivision-14-Data-capture.html
    • 22. 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
    • 23. 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
    • 24. 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
    • 25. Indicator for E-forms success: High level of web awareness in users
      25
      http://bit.ly/bEMkPB
    • 26. 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
    • 27. 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
    • 28. Indicator for E-forms success:Don’t try to force 100% compliance
      28
      Stopped
      Nannies
      Religiousobjection
      Care workers
    • 29. 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
    • 30. Contact
      Caroline Jarrett
      carolinej@effortmark.co.uk
      Twitter @cjforms
      Slides at: www.slideshare.net/cjforms

      30
    • 31. 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

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