1. PLAIN LANGUAGE
IN
E-SERVICES
KARIN HANSSON (VHS) & SUSANNA NISSAR (InUse) 1
Illustrations: Lisa Holmberg (InUse)

2. Complex
system Text from
underneath different
the surface systems
Content too
late in the
process
Enter your name 2

3. Antagning.se
startsidan
CMS
Admissions system
University
database
Hard-coded

4. +
Design
Implementation
Content
4

5. 5

6. +
Design
Implementation
Content
6

7. Tests with users
Demo
Design Team
Implementation

9. Effect map
Aim
Target groups
Usage goals
Actions

10. Effect map
Apply online without help
from call center
Aim
First time
Target groups applicant
Understand the
Usage goals progress of her
application
Actions Translate
technical
language

11. + +
=
11

12. KARIN HANSSON
The Swedish Agency
for Higher Education Services (VHS)
karin.hansson@vhs.se
SUSANNA NISSAR
InUse Consulting AB
susanna.nissar@inuse.se
Enter your name 12