Who enjoys filling out an application for a driving license? - Robert Hempsall and Caroline Jarrett

Who enjoys filling outan application for adriving licence?Robert HempsallCaroline JarrettTechnical Communication UK 2011

Our motivation Having a licence with Helping my no bad news on it neighbour renew her was more trouble licence at age 70 than it was worth took 5 people and 5 calls to DVLA

Our motivation

Our motivation NDAs day

Online applications are increasing7,000,0006,000,0005,000,0004,000,000 Paper applications3,000,000 Online applications2,000,0001,000,000 0 2005 2006 2007 2008 2009 2010

7,000,0006,000,0005,000,0004,000,000 Paper applications3,000,000 Online applications Photo renewal2,000,0001,000,000 0 2005 2006 2007 2008 2009 2010

Maybe 5 million paper applicationscould be online or by phone Photo renewal Change name/address Over 70 renewal First application provisional Replace lost or stolen Others1.4 million 6.3 million online paper

Out of 8 million applications900,000800,000700,000600,000500,000 Swap to photo400,000 Lost in post etc300,000 Sent back200,000100,000 0 2005 2006 2007 2008 2009 2010

Your turn now• Scenario – You’ve lost your driving licence – Collected form from Post Office – Immediately ignored the notes• Please note: – Top thing you liked – Top thing you’d want to change

Robert liked: legibility

Caroline liked: medical list

Robert’s dislike: 693x820mm

Caroline’s dislike: hiding key info

Design solution: v1

Design solution: v2

Your turn on v2• Same scenario – You’ve lost your driving licence – Collected form from Post Office – Immediately ignored the notes• Please note: – Top thing you like now – Top thing you’d want to change

Robert’s proud of: navigation

Caroline’s proud of: no separate notes

Who knew “new” would be so troublesome?

Robert’s ashamed of: organs

Caroline’s ashamed of: online

What next?• Address issues from latest testing• Calculate potential cost savings• Propose design changes to DVLA• Publish!

What we did that you should do• Gather stories• Look at the structure of the task• Treat notes and form as parts of the whole• Test at each stage

What we should have remembered• Make a list of requirements / constraints – Don’t forget the organs!• Establish the success criteria – Don’t forget online!• Check that users understand your terms

Thank yourobert@roberthempsall.co.ukTwitter @roberthempsallcaroline.jarrett@effortmark.co.ukTwitter @cjforms

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Who enjoys filling out an application for a driving license? - Robert Hempsall and Caroline Jarrett

by Caroline Jarrett on Sep 23, 2011

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Who enjoys filling out an application for a driving license? - Robert Hempsall and Caroline Jarrett — Presentation Transcript