Your SlideShare is downloading. ×
  • Like
Who enjoys filling out an application for a driving license? - Robert Hempsall and Caroline Jarrett
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Now you can save presentations on your phone or tablet

Available for both IPhone and Android

Text the download link to your phone

Standard text messaging rates apply

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

  • 2,245 views
Published

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

Published in Design , Technology , Business
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
2,245
On SlideShare
0
From Embeds
0
Number of Embeds
2

Actions

Shares
Downloads
14
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide
  • 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