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

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Who enjoys filling out an application for a driving licence? We didn't, so we're redesigning the DVLA application form. Find out how we got in in this presentation at TCUK11

Who enjoys filling out an application for a driving licence? We didn't, so we're redesigning the DVLA application form. Find out how we got in in this presentation at TCUK11

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  • Number of NDAs
  • Number of NDAs
  • 2010/11 8 million applications
  • returns
  • Transcript

    • 1. Who enjoys filling outan application for adriving licence?Robert HempsallCaroline JarrettTechnical Communication UK 2011
    • 2. 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
    • 3. Our motivation
    • 4. Our motivation NDAs day
    • 5. 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
    • 6. 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
    • 7. 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
    • 8. 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
    • 9. 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
    • 10. Robert liked: legibility
    • 11. Caroline liked: medical list
    • 12. Robert’s dislike: 693x820mm
    • 13. Caroline’s dislike: hiding key info
    • 14. Design solution: v1
    • 15. Design solution: v2
    • 16. 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
    • 17. Robert’s proud of: navigation
    • 18. Caroline’s proud of: no separate notes
    • 19. Who knew “new” would be so troublesome?
    • 20. Robert’s ashamed of: organs
    • 21. Caroline’s ashamed of: online
    • 22. What next?• Address issues from latest testing• Calculate potential cost savings• Propose design changes to DVLA• Publish!
    • 23. 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
    • 24. 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
    • 25. Thank yourobert@roberthempsall.co.ukTwitter @roberthempsallcaroline.jarrett@effortmark.co.ukTwitter @cjforms

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