Download - Who enjoys filling out an application for a driving license? - Robert Hempsall and Caroline Jarrett
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Who enjoys filling outan application for adriving licence?driving licence?
Robert Hempsall
Caroline Jarrett
Technical Communication UK 2011
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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
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Our motivation
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Our motivation
NDAs
day
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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
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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
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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
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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
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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
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Robert liked: legibility
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Caroline liked: medical list
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Robert’s dislike: 693x820mm
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Caroline’s dislike: hiding key info
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Design solution: v1
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Design solution: v2
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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
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Robert’s proud of: navigation
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Caroline’s proud of: no separate notes
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Who knew “new” would be so troublesome?
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Robert’s ashamed of: organs
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Caroline’s ashamed of: online
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What next?
• Address issues from latest testing
• Calculate potential cost savings
• Propose design changes to DVLA
• Publish!• Publish!
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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
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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