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July 16, 2019 Form

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.

Make the form sections visually distinct by setting the section name in bigger and bolder type, and consider including a contents list on the first page or screen to help people navigate their way through the form.

Customise response boxes to reflect required answers and reduce completion errors. If asking for a persons date of birth, it makes sense to provide a box with the exact number of required digits and an example or guidance note to explain the format that the date should be entered in (DD/MM/YYYY).

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.

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Provide checklists. As users complete your form, you may well be asking them to provide supporting information or attach supplementary documents where required. Providing a checklist, often at the beginning or end of a form, helps remind users about all the things they should remember to attach, and any further steps they need to go through.

Well designed forms result from an appreciation of the role they play in an organisations interaction with people. Organisations have a responsibility to minimise the burden forms impose when gathering information from people. Form length does not directly correlate to complexity.

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