Optimizing the quality of forms.

In the initial experiment, 98 subjects were asked to complete one or two government forms while thinking aloud. Data showed that many problems could be explained by the subjects’ tendencies to fail to orientate themselves and to confine themselves to a mini­mum of effort. Problems were also caused by a lack of relevant background knowledge and of language skills. Based upon this understanding of form-fillers’ behavior, three general design principles were formulated: forms should be action-oriented; they should control form-fillers’ behavior very strictly, and background information should be given on a local level. Seven forms were revised according to these principles. In the second
experiment, 86 subjects were asked to fill out one or two of these revised forms, again while thinking aloud. The percentage of forms completed correctly increased from 12.3% to 52.25%. In the third experiment, one form was revised according to the same principles. This revision not only led to an increased proportion of correctly completed forms, but the revised forms were also returned more quickly and were easier to process.