The document discusses improving the process for applying for a driving license in the UK. It notes that the current paper-based process can take a long time and involve many steps. The document shows that online license applications have been increasing over time. It then outlines efforts to redesign the license application form and test the new designs with users. The redesigns aim to make the form easier to navigate and understand by consolidating instructions. Testing uncovered issues that still need to be addressed to simplify the application process further.

1. Who enjoys filling out
an application for a
driving licence?
Robert Hempsall
Caroline Jarrett
Technical Communication UK 2011

2. 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

3. Our motivation

4. Our motivation
NDAs
day

6. 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. 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

8. 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

10. 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

12. 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

13. Robert liked: legibility

14. Caroline liked: medical list

15. Robert’s dislike: 693x820mm

16. Caroline’s dislike: hiding key info

17. Design solution: v1

18. Design solution: v2

19. 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

20. Robert’s proud of: navigation

21. Caroline’s proud of: no separate notes

22. Who knew “new” would be so troublesome?

23. Robert’s ashamed of: organs

24. Caroline’s ashamed of: online

25. What next?
• Address issues from latest testing
• Calculate potential cost savings
• Propose design changes to DVLA
• Publish!

26. 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

27. 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

28. Thank you
robert@roberthempsall.co.uk
Twitter @roberthempsall
caroline.jarrett@effortmark.co.uk
Twitter @cjforms