Here is a how-to guide to help you improve your digital forms.
It was created by the Behavioural Economics Team of the Australian Government (link in the slides)
Although it talks about forms in government, it really can be modified to look at the experience of you filling something to buy an airline ticket, a museum pass, or even the way you build forms inside a digital product.
What matters here are the principles and good practices outlined.
Why do I mention this guide?
I was recently working with a startup - helping them improve some areas of their experience with behavioral insights and used some elements of this guide to ensure some basic principles were taken into account.
As a startup, you have to get things right faster than larger corporations, as normally startups don't have the time or resources to wait around.
So following design principles as well as including behavioral insights is a win-win for most startups (and really also for large corporations and governments as well of course).
The framework BETA created is called WISER
WHO – Understand your clients and the process. INTRODUCTION – Offer clear instructions. Highlight key info.
STRUCTURE – Structure the form simply and guide people through it. EXPRESSION – Write for your users. Use plain language.
REPEAT – Test and iterate.
Use a modified version of WISER to recognize things like:
>Cognitive Overload >Lack Memory >Lack Attention >Lack of Mental Models
If any of this is stopping your customers from completing their tasks, then you need to get on it and remove the friction.
The link to the guide is in the carousel document if you are interested in downloading it.
If you want help with this kind of work, do reach out via DM 😀
#behavioralscience #servicedesign #digitaltransformation