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Who enjoys filling out an application for a driving licence? driving licence? Robert Hempsall Caroline Jarrett Technical Communication UK 2011
| Date post: | 26-Jan-2015 |
| Category: |
Design |
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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
