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Who enjoys filling out
an application for a
driving licence?
Robert Hempsall
Caroline Jarrett
Technical 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
Who enjoys filling out an application for a driving license? - Robert Hempsall and Caroline Jarrett
Online applications are increasing
7,000,000

6,000,000

5,000,000

4,000,000
                                            Paper applications
3,000,000
                                            Online applications
2,000,000

1,000,000

       0
            2005 2006 2007 2008 2009 2010
7,000,000


6,000,000


5,000,000


4,000,000
                                                      Paper applications
3,000,000
                                                      Online applications
                                                      Photo renewal
2,000,000


1,000,000


       0
            2005   2006   2007   2008   2009   2010
Maybe 5 million paper applications
could be online or by phone


                               Photo renewal

                               Change
                               name/address
                               Over 70 renewal

                               First application
                               provisional
                               Replace lost or stolen

                               Others

1.4 million      6.3 million
  online           paper
Who enjoys filling out an application for a driving license? - Robert Hempsall and Caroline Jarrett
Out of 8 million applications

900,000
800,000
700,000
600,000
500,000                                             Swap to photo
400,000                                             Lost in post etc
300,000                                             Sent back
200,000
100,000
     0
          2005   2006   2007   2008   2009   2010
Who enjoys filling out an application for a driving license? - Robert Hempsall and Caroline Jarrett
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 you

robert@roberthempsall.co.uk
Twitter @roberthempsall

caroline.jarrett@effortmark.co.uk
Twitter @cjforms

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

Editor's Notes

  1. Number of NDAs
  2. Number of NDAs
  3. 2010/11 8 million applications
  4. returns