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? driving licence? Robert Hempsall Caroline Jarrett Technical Communication UK 2011
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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
Transcript of Who enjoys filling out an application for a driving license? - Robert Hempsall and Caroline Jarrett
Who enjoys filling outan application for adriving licence?driving licence?
Robert Hempsall
Caroline Jarrett
Technical Communication UK 2011
Our motivation
Having a licence withno bad news on itwas more troublethan it was worth
Helping myneighbour renew herlicence at age 70took 5 people and5 calls to DVLA
Our motivation
Our motivation
NDAs
day
Online applications are increasing
4,000,000
5,000,000
6,000,000
7,000,000
Paper applications
0
1,000,000
2,000,000
3,000,000
4,000,000
2005 2006 2007 2008 2009 2010
Paper applications
Online applications
3,000,000
4,000,000
5,000,000
6,000,000
7,000,000
Paper applications
Online applications
0
1,000,000
2,000,000
3,000,000
2005 2006 2007 2008 2009 2010
Photo renewal
Maybe 5 million paper applicationscould be online or by phone
Photo renewal
Changename/addressname/address
Over 70 renewal
First applicationprovisional
Replace lost or stolen
Others
6.3 millionpaper
1.4 milliononline
Out of 8 million applications
600,000
700,000
800,000
900,000
Swap to photo
0
100,000
200,000
300,000
400,000
500,000
2005 2006 2007 2008 2009 2010
Swap to photo
Lost in post etc
Sent back
Your turn now
• Scenario
– You’ve lost your driving licence
– Collected form from Post Office
– Immediately ignored the notes– 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– 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!• 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• 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!– Don’t forget online!
• Check that users understand your terms
