Our testing showed that most form-fillers could not navigate their way through CPA’s existing forms. They were also particularly confused as to how to register more than one person. Changes were made so that the text directly addressed the form-filler, providing clear explanations about multiple registrations in prominent positions on the form. The new design provided visual sequencing as well as written. Form fillers get a sense of how to progress, and that they are progressing, through the application process just by looking at the form. (Note: new forms shown above and below)

When we tested the old form for Application to become a CPA Member and enrol in the CPA program it was not obvious that the application process had two stages – i.e. that one must be accepted as a member prior to being allowed to enrol. Our new design created a better delineation between these distinct sections of the form, removing any false expectations.

It was also clear that most people skipped past the conditions and went straight to the form filling. Our response was to make the many conditions an active part of the form by getting applicants to acknowledge they had read and agreed to the conditions by ticking a box. In a way, we are forcing people to read the conditions by utilising this kind of device. Testing showed that this made an enormous difference to form-fillers understanding of the form, with a reduction in errors and a change in their expectations.

Supply of support material has always been a problem for CPA. We also attempted to tackle this problem using the same tick box approach. While probably making applicants aware of the requirement to supply support material in reality many applicants, especially from overseas, do not have the required paperwork in the first place. This shows that the actual application processes that sit behind the form require review and possible modification – which is a common problem that design alone cannot fix. We undertook the CPA forms design projects on behalf of the CRI.

When I talk to people about what I do, the first thing that they identify as being ‘information design’ is forms design. While being one of the areas we specialise in, we are relieved to say that its not ALL we do.

Forms enable organisations to obtain the information they need to understand their customers better, collect details for sales, tax returns or insurance claims, or register information for an event. Without forms, many businesses simply could not function.

Forms are often the single most important piece of design for businesses, yet they are often the poor (design-budget) cousin of promotional design and branding. To create effective forms takes time and money. Perhaps its because they aren’t that glamorous, and our emotional associations with them are so poor.

There’s something about forms. No matter what their purpose most people hate them. My wife and I even hated filling out our forms for the baby bonus – despite the guarantee of $5000 at the end of it. It starts with the “Rudd-ish” look and feel of most forms – appearing to be very busy, but aesthetically bland. The detached language used subsequently compounds this odious impression.

People are both wary and tired of giving away their personal details. How often are we asked to provide our name and address? It’s like having the same conversation over and over again – boring and tedious. And, giving away our personal information to someone that engages us with scant interest and in some instances lack of respect is difficult to come at.

We have conducted extensive testing of forms through a number of projects. As is our design practice, we begin by testing the existing form design before developing a new design. Testing has shown that people have difficulty navigating their way through most forms (i.e. the sequencing of the form questions was not clear, or easy to follow), instructions did not make sense, explanations did not explain things and language was too detached in tone. As a result, errors and omissions of data in required fields are rife. Consultation with our clients also revealed that in some cases these forms-related problems resulted in loss of business, additional spending on continuous form redesign and printing, plus huge expenses for call centres and form processing staff.

It does not need to be like that.

We have employed a number of strategic design and writing features in our forms design to improve the form experience for both form fillers and processors. These have been based on extensive testing, and detailed scoping of an organisations processes. We touch on some of these solutions in the form project descriptions.

Indigenous Business Australia (IBA) works closely with the private sector and local community groups to foster economic independence and home ownership among Indigenous Australians. We designed and illustrated this brochure/poster to help promote IBA’s Home Ownership on Indigenous Land Program (HOIL).

We developed a 4 page DL brochure that opens out to an A3 poster on the reverse side – providing the flexibility of having a brochure to leave with people, and a poster that can be hung in community areas.

Mental health problems are often confused as being health, alcohol or drug-related problems, resulting in a lack of the right help or treatment. We were asked by CNAH and SA department of Health to develop a calendar – both educational and visually attractive – that could be used in a promotional way and to raise awareness of mental health issues in the aboriginal community.