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Expert review improves a complex form by @cjforms
 

Expert review improves a complex form by @cjforms

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Case study from 2007, as presented at the PLAIN conference in Amsterdam. Changes to a complex form for Lasting Power of Attorney.

Case study from 2007, as presented at the PLAIN conference in Amsterdam. Changes to a complex form for Lasting Power of Attorney.

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    Expert review improves a complex form by @cjforms Expert review improves a complex form by @cjforms Presentation Transcript

    • Expert reviewhelps to improve a complex form
    • Speaker and acknowledgmentsCaroline Jarrett, Effortmark Ltd  Your speaker today  Contributed an expert review to this projectLucy McKee, Department of Constitutional Affairs  Led the development of these forms  Contributed many months of work to this project
    • Form case studyOutlineThe legislative backgroundOverview of developmentThe expert reviewA twist in the taleCoverage in the press
    • Form case studyOutlineThe legislative backgroundOverview of developmentThe expert reviewA twist in the tale
    • The principles ofthe Mental Capacity Act 2005 A person must be assumed to have capacity unless it is established that the person lacks capacity; A person is not to be treated as unable to make a decision unless all practicable steps to help the person to do so have been taken without success; A person is not to be treated as unable to make a decision merely because the person makes an unwise decision; An act done, or decision made, under the Mental Capacity Act for or on behalf of a person who lacks capacity must be done, or made, in the person’s best interests; and Before the act is done, or the decision is made, regard must be had to whether the purpose for which it is needed can be as effectively achieved in a way that is less restrictive of the person’s rights and freedom of action.
    • Remove ‘Enduring Power of Attorney’;now ‘Lasting Power of Attorney’Previously: ‘Enduring Power of Attorney’  Could be used at any time  Applied only to financial affairs  Concerns about safeguards / coercionNew legislation: ‘Lasting Power of Attorney’  Can only be used when registered  Can also apply to health and personal welfare  Has more safeguards
    • Form case studyOutlineThe legislative backgroundOverview of developmentThe expert reviewA twist in the tale
    • The development of the forms andguidance took many monthsCommitment throughout to Plain LanguageMany internal discussionsAn example of a paragraph from a very early version
    • The development includedextensive public consultationConsultation included example forms and guidance  Over 100 professional bodies, charities and other stakeholders invited to take part  Public comment also welcomed  Documents made available in ‘Easy Read’
    • A section from a consultation document http://www.dca.gov.uk/consult/powerattorney/lpa_consult_full.pdf
    • The equivalent section from theEasy Read summary http://www.dca.gov.uk/consult/powerattorney/lpaeasyread.pdf
    • Form case studyOutlineThe legislative backgroundOverview of developmentThe expert reviewA twist in the tale
    • My brief was to review the formsand guidance for usabilityPreviously reviewed voter registration forms  Simple, one page forms for a straightforward task  Done remotely, using ‘persona-led heuristic inspection’  Recommendations were uncontroversial and were adoptedThese forms were much more complex:  Would the same technique work?
    • Persona-led inspection step 1:Start with pen-portraits of typical users• Much form development is concerned with difficult or unusual cases• For usability, we want to focus on the most common cases• These are usually straighforward with simple circumstances.
    • Persona-led inspection step 2:Fill in the formTry to be the person in the pen-portrait  Easier if there is at least one ‘outsider’ at the meetingTry to be as honest as possible  Write realistic answers on the form  Go and look up answers – don’t guessIf you possibly can, have some actual filled-in forms  Perfectly OK to have earlier versions or previous legislation
    • Persona-led inspection step 3:Think about best practiceLook back over the form as filled in  Minimal guidance before you start  Just-in-time guidance when you need it  Hints about how to get answers  Good balance between the effort needed to fill in the form and the outcome it achieves  Personal data handled sensitively  Easy to get help on the web, by phone and in person
    • Now try it for yourselfWrite a very brief pen-portrait of someone who might fill in a form for Lasting Power of Attorney
    • A first version for our expert review• Ging-Fei (63) makes a personal welfare LPA appointing his son and daughter as his joint attorneys.• He also makes a property and affairs LPA, appointing his son and his solicitor to act jointly and severally. He has been considering his future since his wife died a year ago.• He chooses his son and daughter to be his personal welfare attorneys because he has told them about his wishes for his health and social care. He chooses his son and his solicitor to be his property and affairs attorneys because the solicitor has undertaken legal work with him before and he trusts him to work closely with his son, who is an accountant, to make decisions about his financial affairs.
    • Think about how users come to fill inthe form and how they feel about itHow does Ging-Fei find out about LPA?  Is he familiar with the term personal welfare LPA?When and how does Ging-Fei get the form?  Where does he tackle it? e.g., at his home, at his lawyers office, together with his son and daughter?  Does he expect to fill it in all at once or over time?  How long does he think it will take?Is he comfortable with official forms and documents?  Does he feel nervous about this form?
    • Now try it for yourself• Think about being Ging-Fei.• Today you want to look at the LPA for personal welfare.
    • Our inspection found good, clearsentences – not always when neededLPA requires many different ‘actors’  The donor  The attorney(s)  Replacement attorney(s)  Persons to notify  Certificate providers  WitnessesExplanations were there, but scattered
    • Before review After review
    • Before review After review
    • Form case studyOutlineThe legislative backgroundOverview of developmentThe expert reviewA twist in the tale
    • The revised version was accepted –with one notable extra changeBefore final changeAfter final change
    • Question timeCaroline Jarrettcarolinej@effortmark.co.uk+44 1525 370379Twitter: @cjformsSlideshare: cjforms