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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                          neig...
Our motivation
Our motivation                       NDAs                 day
Online applications are increasing7,000,0006,000,0005,000,0004,000,000                                            Paper ap...
7,000,0006,000,0005,000,0004,000,000                                                      Paper applications3,000,000     ...
Maybe 5 million paper applicationscould be online or by phone                               Photo renewal                 ...
Out of 8 million applications900,000800,000700,000600,000500,000                                             Swap to photo...
Your turn now• Scenario  – You’ve lost your driving licence  – Collected form from Post Office  – Immediately ignored the ...
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 ignor...
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•   ...
What we did that you should do•   Gather stories•   Look at the structure of the task•   Treat notes and form as parts of ...
What we should have remembered• Make a list of requirements / constraints  – Don’t forget the organs!• Establish the succe...
Thank yourobert@roberthempsall.co.ukTwitter @roberthempsallcaroline.jarrett@effortmark.co.ukTwitter @cjforms
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

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

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

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