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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

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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

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 Presentation Transcript

  • 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