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We've been working on a new service at @CompaniesHouse, enabling users to upload documents online rather than sending via post during COVID-19. With the potential of almost 300 different forms to choose from here are some of our learnings...(thread 1 of 6)
To reduce the chances of people clicking the wrong categories, we added hint text revealing the form types for each category - one of things we learned through user research is that our users know our forms *very* well.
Ordering the forms was tricky, and something we're still refining. We decided to go numerical/alphabetical but if there was Scottish or Northern Ireland similar forms then we would group them together, just in case the user selects the wrong country - reducing error submissions.
We also learnt that in some cases knowing the exact form type didn't influence the rest of the journey (including the internal process). So for options like articles and resolutions we didn't include them, which reduced the length of the journey.
To avoid repetitiveness and confusion, in our headings we simplified the language. For example, on the form types page we simply say "select a document" - giving a clear direction of what to do.
Long story (or in this case, thread) short is that we've learnt a lot from our user research, and it's still surprising us today. As a designer this project has been one of the best challenges I've had
#GovDesign
#GovDesign
