By Corie Boucher on July 30 2019 13:58:02
Use appropriate response mechanisms. Paper forms have the disadvantage that users can miss, or simply disregard, an instruction. For example, only tick/check one box from a list of 15 or 20 options.
Also make sure that you make good use of features like running headers and footers on every page to remind people what the form is, where they are, and what page number they are on.
People from different cultures have different conventions for answering seemingly innocuous questions like this. Users will become frustrated if when you ask for an email address, for example, if the response box only allows for 20 characters.
Pre-fill where at all possible. If a person has already filled in a form for your organisation they will be frustrated if they have to fill in the same information again. It is difficult for organisations to get their systems to pre-fill known information but when pre-filling is achieved, customers really feel valued.