BFMA Forms Management Book of Knowledge - Sec 1 and 2

Forms/Template Design and Development This chapter touches on the forms/template development process and on the many factors affecting forms/template development. These include:  Client needs and requirements.  Industry standards.  Forms design standards, guidelines and best practices.  Compliance to laws, rules, policies and regulations.  Branding.  The use of plain language, usability principles and accessibility requirements.  Delivery channels, including print. The chapter provides basic principles of forms design, insight on the importance of:  Knowing features of forms development software.  Performing testing and quality assurance of forms.  Managing forms deployment and associated communications for successful implementation.

Forms / Template Design and Development 2 / 345 Forms analysis According to the Canadian Standard on Forms Management1, forms analysis consists in “determining and evaluating the intended use of the form, its relation to other already existing forms within the process, the manner in which all data will be” captured, displayed and processed “and the utility and effectiveness of the form as an information-processing tool.” Forms analysis is a step in the forms development process. It allows the assessment of a form within specific business processes. The form is also compared to the overall group of forms in an organization. Forms analysis also occurs during form reviews, a call for forms, or improvement projects. FUNDAMENTALS Forms analysis is a key function of the Forms Management Program. It helps confirm that the forms being developed or in use are actually needed to conduct the organization’s business 1 Canadian General Standards Board, “The Standard on Forms Management”, CAN/CGSB-6.2-2009, August 2009, p. 17.

Forms / Template Design and Development 3 / 345 activities. It helps ensure that the forms in fact do collect and present necessary information in an efficient manner. To initiate the forms analysis process, the Program staff perform an in-depth analysis of the form and form’s request. This includes reviewing:  The business case.  Business process maps.  The 5Ws and an H requirements (who, what, when, why, where and how). The request is supported by an approved decision that a form is required or needs modification. Once the analysis is completed, it is possible to concentrate on the form’s layout, development and construction. Design and development are achieved with an eye to ensure the form will be an effective tool to collect, present and process information. Whether looking at developing a new form or template, or revising an existing one, the Program staff take the time to:  Validate the purpose and intended use of the form. Review the 5Ws and an H aspects of process and forms analysis.

 Check its relationship with other forms within the process Forms / Template Design and Development at hand to ensure there is no unnecessary duplicate function. 4 / 345  Validate which form components connect and interact with Actor other systems, applications, forms or processes. In the realm of forms management and business  Review the process sequence of events, actors involved, process analysis, actors do tasks and actions executed or triggered by the form. not refer to Hollywood stars and only physical persons.  Review and validate all elements to appear on the form for compliance with legislation, policies, standards, plain language, Actors in those contexts accuracy and usability. These elements include information refer to the different requested such as personal or sensitive information, labels, persons, systems, captions, data fields, logos, form-filling instructions, title, databases or pieces of language, process workflow instructions, disclaimers, etc. equipment that at some point in a business  Confirm the form’s delivery channels, output media, the process, touch, interact, different form output formats and versions required. handle, read, process or affect a form.  Define the physical construction and production requirements for printed forms and print outputs of eforms. There are actors involved from the moment a form is  Conduct a summary design analysis to ensure the form being filled out until service layout and design logically and intuitively flows according to the fulfillment and closure of steps of the process sequence, is conducive to accurate the business process response from users and has been designed according to the end-to-end. Forms Style Guide.

Forms / Template Design and Development 5 / 345  Look for process simplification and improvement opportunities that can be implemented through the forms design and development. FORMS ANALYSIS Forms analysis in the context of a project request The forms analysis not only helps validate the purpose, the data/information elements and behavior of the form, but it also provides the forms analyst with the necessary details that are to be included in the requirements and specifications document. This document provides:  A summary business process context with a brief description of the form’s purpose and target audiences and users.  Details on the different output versions required for all planned delivery channels and user points of access.  Details on the information sequence, the correct label or caption wording for every information element.

Forms / Template Design and Development 6 / 345  Specific layout instructions, caption and data field properties and behavior.  Workflow details, events, actions, help instructions and any technical requirements or constraints. Once handed to the forms developer, the requirements and specifications document serves as a roadmap for the actual design and development of the form. This ensures that the form displays the information elements required by the client to meet its business needs and the required output versions are in compliance with corporate policy and standards. For example The forms analyst may specify the required form output version or versions. In some cases, the form owner and client may insist on one output version only (e.g., only in print, or only as a dynamic online PDF) with an explanation as to why. This is to ensure the developer doesn’t waste efforts in developing output versions that would not be deployed or used. Whatever number of form output versions are required, the forms analyst needs to specify each to the developer.

Forms / Template Design and Development 7 / 345 The forms analyst will also look at what information elements are of prime importance to the business process and organization as well as perform a design analysis from a usability perspective. Design instructions outline these information elements and address their layout and design for most effective usability. For example If a form displays a key user reference number, it needs to be clearly visible and quickly findable by staff in order to better process the form. The forms analyst includes specifications for the developer as type size, any color requirement, and location on the form, including how much white space to leave around it in order to achieve the desired result of clear visibility. For example If there is a key date, such as a “Please respond by” date, the analyst may ask the developer to include a graphic element to ensure the date jumps to the user’s view. From this instruction, the forms developer determines the best way to emphasize this information element. For example

Forms / Template Design and Development 8 / 345 If a completed form is scanned upon receipt from a customer, a barcode may be required. There are specific font, location, and white space requirements to facilitate scanning. The forms analyst must include specifications for the developer or reference a standard design specification, such as that contained in a Forms Style Guide. When personal or sensitive information is being asked on a form, the forms analyst must verify that this meets organization standards. Depending on the process within an organization, there may be supporting documentation provided or the forms analyst must initiate resolution with the form owner or Legal Services to confirm that such information is required and why. If required, then the forms analyst instructs the forms developer on:  What document security classification designation2 to use. For example Document security classification by country3 Document security classification in the US4 2 Wikipedia, “Classified Information” 3 “Wikipedia, Classified Information” 4 “Wikipedia, Classified Information”

Forms / Template Design and Development 9 / 345 Document security classification in Canada5  Where to display the security classification on the form, and provide any other applicable text information related to this requirement e.g.,  Information as to why the personal information is needed.  How the organization will use the information.  Where the information will be stored and for how long.  Where to call for information about one’s personal information, etc. The most common document security classifications encountered on forms are: INTERNAL ONLY UNCLASSIFIED PROTECTED A, B or C CLASSIFIED: CONFIDENTIAL SECRET 5 Government of Canada, “Levels of Security”

Forms / Template Design and Development 10 / 345 TOP SECRET TRADE SECRET There may be others depending on the organization’s business and information management requirements. Generally, the organization Security area or Records Management area can provide a reference guide to help staff in assessing document security classifications. When in doubt, the best approach is to validate with the client or form owner in collaboration with the organization’s Security and Information Management areas. Depending on the jurisdiction, this may be required by law. Privacy Recommendation and Access to Information experts and Legal Services usually Obtain pre-approved need to be consulted for writing formal legal text such as that standard text statements found in privacy statements, consents, disclaimers, declarations or from Privacy and Access to other, when applicable. Information experts and/or Legal Services for privacy It is recommended, with the help of the Privacy and Access to statements, consents, Information experts and Legal Services, to create standard text disclaimers, etc. statements that can be used to adapt to different legislation requirements. Forms analysts use the standard text statements as They can be used as models and work with client and form owner areas to adapt. The models to adapt to different legislation requirements.

Forms / Template Design and Development 11 / 345 client business areas are well positioned to identify the applicable legislation, purpose for collecting the personal information, etc. (Note: there could be one or more laws that apply.) The statement is rewritten for the context of the form being developed. The final text statement needs to be validated and approved by the Privacy and Access to Information area or Legal Services. When reviewing all the form’s elements and components, the forms analysts will see where efficiencies may be gained, or how new technology can make the data capture or exchange more efficient. For example The form may now be able to benefit from technology features such as programming the data field with a standard text layout (e.g., email configuration with a preset sequence of email components, social security number structure, etc.). The developer may now be able to add programmed workflow, which was not available in the previous software platform. The forms analyst needs to review each data field and determine if and how they can improve the form filling experience, and data exchange with organization’s systems and processes. The

Forms / Template Design and Development 12 / 345 objective is to improve on the form’s efficiency and cost-effectiveness. Programming instructions may be required for every form field. For example In a form sent to a known set of users, the technology may allow population of certain fields with existing user information from databases. For each form field, the forms analyst must specify the database name and the data field name that holds the information (the data source) as well as the name of the form field that will receive the information. This is to ensure the correct data is merged in the appropriate form field. The remaining fields on the form are to be completed by the users. If the form is submitted electronically, the form fields can write to databases. Again, the specific form fields, database name and data fields must be identified so that the data is saved to the correct place. Specific instructions for the upload of data also need to be included for each form data field where this applies. In essence, the forms analyst details:  Every information element.

Forms / Template Design and Development 13 / 345  The grouping and sequence of form elements.  What business rules apply to each form field, and their maximum field length.  How the form is supposed to behave. The details are intended to help the developer apply the appropriate format, display properties and usability features. More importantly, it guides the forms developer in applying:  Form field properties.  Business rules, event and workflow procedures.  Specific actions.  Correct data mapping for successful data exchange and form processing. Some business rules apply to standard formatting conventions, such as the display of dates, telephone numbers, addresses, and credit card numbers. Other business rules assure compliance with legislation and established corporate business structure, policies, and authorities such as approval levels in workflow, signing authorities, security and accessibility features.

Forms / Template Design and Development 14 / 345 When specifying all text displayed on the form, the forms analyst ensures that the terms comply with:  Legislation.  Policy.

Forms / Template Design and Development 15 / 345  Plain language best practices.  Corporately approved standards and vocabulary. The forms analyst and developer are familiar with the most common terms and standards approved by the organization for consistent use throughout forms, templates, systems and applications. This includes constant reference the Forms Style Guide and to the Information Technology data dictionaries or libraries for consistent captions, labels, and data field names. When in doubt, they can enquire to subject matter experts and data experts in Information Technology. Common form elements such as logo image files, recurring form sections such as an address or signature block are saved, maintained, and archived as separate entities, generally in an object library. Once saved, these are used as models  To be copied or reused as is. or  Copied to be modified rather than be redesigned and reprogrammed each time. The forms analyst can easily specify them for the forms developer or indicate how they need to be modified to meet the requirements of a particular form.

Forms / Template Design and Development 16 / 345 It is the responsibility of the forms analyst or forms developer to modify words, terms or format layout on forms to ensure compliance, and to notify the client or form owner accordingly with supporting documentation and reference when necessary. Exceptions need approval either through senior management or the established exception approval process. If the form is printed, the forms analyst:  Confirms the form product and paper or substrate.  Shows samples for the client to compare and choose from.  Determines the initial quantity required, minimum stock required to meet the organization’s business operations’ needs.  Determines the yearly maximum stock quantity required. It is essential the forms analyst specify, in detail and for each output version and media, general layout and design requirements, and business rules specifications for the forms developer to apply when developing the form. Forms analysis of groups of forms in the context of larger projects Other than conduct forms analysis in response to forms requests, the Forms Management Program is at times called upon to

Forms / Template Design and Development 17 / 345 conduct more comprehensive analyses of groups of forms as part of major projects or initiatives. For example An organization-wide initiative to apply a legislative change or new standard requires that the Program staff query their forms management database to make a list of forms affected by the change. Since these forms are to be modified, the Program staff take this opportunity to review each form’s components. This is achieved using a review checklist to validate the forms’ compliance to the Forms Style Guide and other known standards. The forms analyst reviews the layout and design and the language and vocabulary used, and recommends applying updates and usability improvements where necessary. This exercise usually results in:  Improved forms with consistent vocabulary, standardized branding and layout.  Streamlined form output versions.  More efficient business processes and handling procedures through the addition of automated features.

Forms / Template Design and Development 18 / 345 Forms analysis of groups of forms during regular or special reviews As part of its operational mandate, the Forms Management Program also conducts scheduled form reviews, calls for forms and improvement projects to ensure organizational forms are designed and developed in a consistent and effective manner. This allows the Program to collect and review all forms in use within the organization, including any unofficial forms, and discover which, if any, are no longer being used or have been replaced by another media or process. Through its reviews, the Program is able to:  Validate and confirm which forms are needed for the organization to conduct its business.  Eliminate those forms that are no longer needed.  Help functional areas formalize unofficial forms found necessary in the process.  Discover opportunities for consolidating forms with similar functions, helping reduce the overall number of forms yet ensuring the organization’s information needs are still met.

Forms / Template Design and Development 19 / 345 These initiatives involve:  A review of each form’s components to validate the forms’ compliance to the Forms Style Guide and other known standards.  A review of the layout and design, language and vocabulary.  The recommendation of updates, usability improvements and technology features to assist users filling the forms to ensure efficient data collection and transmission.  Formalizing unofficial forms. This means they are handled as new forms requests, and sample layouts and designs are proposed to the responsible functional areas. Some aspects of the analyses may be realized with the help of the forms management database sort, query and report functions, while others will require in-depth visual analysis of each form (e.g., to verify language, terms, labels, captions, etc.). For example The Forms Management Program might extract or obtain reports on which forms have not been issued for a specific period of time, say since 1, 2 or 3 years. These reports allow

Forms / Template Design and Development 20 / 345 Program staff to direct specific questions to responsible form owners and functional areas to confirm the forms’ status. For example In wanting to consolidate invoice forms, the forms analyst can query the forms management database using keywords such as “invoice” in order to locate all the “invoice” forms. With a list of forms in hand, the analyst can proceed to analyze each form in more detail to assess: • Whether some can be consolidated. • Which forms need updating for compliance. • Which forms could benefit from improved layout and design and the addition of intelligent features (e.g., update a basic electronic form to a more dynamic version or migrate a paper form to an electronic version). For example During an improvement project with a goal to reduce the cost of printing and storing envelopes, the Forms Management Program launches a review of all envelopes used by the organization to see how they could be

Forms / Template Design and Development 21 / 345 streamlined and standardized to fewer sizes. Program staff will: • Look at every envelope sample. • Confirm they comply with the most recent postal standards. • Check their form history record for insight as to their intended use. • Note all different sizes and investigate further as to how fewer sizes could still meet business needs. It could result in: • Reduced procurement, printing and warehousing costs. • Less confusion for staff as to what envelope to use. • Easier inventory maintenance. • And possibly reduced mailing costs. These regular reviews support the Forms Management Program mandate in maintaining consistent, cost-effective and efficient forms and in improving business processes overall, as well as in maintaining their official list of forms, inventory and catalogs.

Forms / Template Design and Development 22 / 345 Analysis performed for all form projects For all form projects, the forms analyst also assesses what other activities or products are required to ensure a successful and smooth implementation of the form. The deployment of new or revised forms, or the cancellation or replacement of a form, generally entails the publication of a message to notify users or client-base. When the deployment is associated to a new system being launched, with a major process revision, or for a more complex form, the form analyst needs to assess if training is required, whether policies, procedures, and/or user procedures need to be written or updated. The forms analyst communicates with partner areas working on the project to confirm and scope out the implementation activities needed and together, assign them to responsible areas. For example  The forms developer prepares advance copies of the final draft forms in the required output versions and produces screen shots displaying key options, as necessary.  The Policy area writes or updates the policy.

Forms / Template Design and Development 23 / 345  The Procedure area writes or updates the business procedure.  The implementation team produces or updates more detailed user procedures.  The forms developer provides the technical support staff an advance notice of coming forms’ deployments with an advance copy of the form’s new edition output versions, details on how each behaves, test scripts if useful, as reference material. This helps technical support staff prepare ahead of deployment day and be ready when calls are bound to begin.  In collaboration with the client, form owner, stakeholders, and perhaps the Communications area, the forms analyst drafts an announcement to be published at deployment time. This ensures that all necessary efforts are made to provide information and guidance when the forms are deployed and ready for use. FORMS DEVELOPMENT Upon receiving the requirements and specifications document from the forms analyst, the forms developer proceeds to its own forms analysis. The forms developer first reviews the document to

Forms / Template Design and Development 24 / 345 ensure the specifications are complete, address all the elements included in the proposed form, template or solution, and notes any anomaly or question where clarification is needed. The developer validates all business rules, database links required for data merge, download or upload, workflow and routing instructions; checks the organizational structure levels, data libraries, standards, etc. This is to ensure the form can be developed for all delivery channels as specified and notifies the forms analyst of any changes made to databases associated with the form. When unsure or needing to recommend a different avenue, the forms developer contacts the forms analyst or business analyst for clarification. For example It is possible the forms analyst made a legitimate error in specifying a form element. When such an anomaly occurs, the forms developer needs to validate and confirm with the forms analyst if the specification is correct or in error, and in the latter case, formally advise of the correction. If necessary, a meeting may be required between the form analyst, form client, business owner and stakeholders to agree on

Forms / Template Design and Development 25 / 345 a technical option or feature the developer proposes which was not known before. Similarly, when the forms developer needs to map a form field to a different database than where specified, the specifications document is updated to reflect the change and the forms analyst is notified. For example The Information Technology area has recently updated a key organization database where user information is stored and it now has a different path and name. The information to merge is still there, only it needs to be programmed differently to access it and it is possible the forms analyst has not yet been advised of this technological change. Discussions between the forms developer and the forms analyst carry on over the entire course of the development process, and the forms developer needs, at all times, to keep the forms analyst or business process analyst notified of any changes made to the approved forms specification document.

Forms / Template Design and Development 26 / 345 Forms development of groups of forms following scheduled or special reviews The forms developer can be called upon to assist the forms analyst in its review of multiple forms collected during scheduled reviews, calls for forms or improvement initiatives. The forms developer’s technical and system expertise can help in determining:  The best approach to a consolidation project.  What tool, software or system integration and workflow might work best as a solution to a given project. This in turn allows the forms analyst to recommend better options to interested parties, stakeholders and the organization. Also, when the forms developer is assigned a project to update a significant number of forms following either a major review or special project, depending on the nature of the update, it may be possible to programmatically execute the change without having to manually handle each form individually. The forms developer evaluates and assesses the situation on a project case-by-case basis. For example The project consists in updating the logo on every form due to a branding change. It may be possible to write, code and

run an executable file with a program that will automatically Forms / Template Design and Development execute the logo change in every form source file saving 27 / 345 much development effort on the part of the forms developer. Once the program is executed, the forms developer only  needs to validate the change has been correctly applied. Example of a project This is also a perfect example of a project that can be that could be outsourced to external expert graphic design firms, if the outsourced. Forms Management Program lacks resources for this type of project. It makes sense for organizations to outsource programmable solutions applied repetitively to forms while forms developers work on projects that require more judgment and operational knowledge. The developer also needs to minimize duplication of development effort by looking at how technology can support efficiently producing various output versions with minimal number of source files in the hope of reducing the maintenance burden of the Forms Management Program staff.

Forms / Template Design and Development 28 / 345 DATA COLLECTION AND PRESENTATION Every forms development project calls for an approach that is adapted to the project’s data collection and information-processing requirements and desired result. For a given form or template, the forms analyst and forms developer review and discuss the complete set of output versions determined and approved. Each output version requires a different approach to data collection and presentation to meet its respective delivery channel. As a result, each output version calls for a different development, deployment and processing approach. Every output version of the form is clearly defined in the specifications document, including the technology or equipment associated to each. For example The plan is to deploy a form in the following output formats and versions: • Pre-printed and warehoused for mail distribution. • Printer-resident forms for regular monthly mass mailouts.

Forms / Template Design and Development 29 / 345 • Fillable PDF, which can either be printed blank and filled by hand or filled online and then printed to be mailed in. • Dynamic and intelligent online form that can be submitted online. When reviewing the specifications document, the forms developer sees which technology is used for what output version and how different technologies are integrated to make each output version work in its context and process. The developer then determines whether one design and source file can generate all output versions or if more than one source file is required. Using the above scenarios, here are some elements to consider when developing different output versions: Printed or manufactured output version – It may be possible, for example, to generate a flat high-resolution PDF output of the form for printing purposes from the dynamic form source file. If not, then different output files may be required for different output versions. Given the printed form has no electronic possibility of submitting data to the organization’s databases, it may have been deemed worthwhile given the volume, to optically scan the incoming forms to facilitate data entry into the databases.

Forms / Template Design and Development 30 / 345 On the other hand, it may be decided that incoming forms are not going to be optically scanned and staff will be assigned to enter the data. The return address and instructions on the printed form could be directed to a specific organization area for processing, one different from other versions of the same form. The forms analyst and developer need to finalize the source file version intended for the print media, write print specifications for the print service provider, and determine the distribution method. For example, does the inventory system need to be integrated or linked to the enquiries system for staff to select the form to be mailed to a user when they call in to the organization? Does the inventory issue trigger a mail postage and address label in a mailroom or staff office to prepare for mailing? Printer-resident form and form with variable data printing – Generally, the Forms Management Program knows the technical requirements to ensure forms are compatible with in-house printers to merge variable data. When an external print provider on contract is merging and printing the form data and is using different technology for high speed printing, the developer needs to ensure the print provider’s form

Forms / Template Design and Development 31 / 345 version deployed on its printers is compliant with the organization’s version and approved by the Forms Management Program and client functional area authority before being printed. It is not uncommon for print providers to have to redesign the form in a format specific to their printers. As well, the developer needs to program all required data mappings from the organization’s databases and properly locate them on the external provider’s printer-resident form source file and test all data merges. It is essential to consider how the data is exchanged between the organization and the external provider, including security clearance of the business site, staff and technology for contracting purposes. The forms mailed to clients are printed with much of their information already populated in the form fields, which means they do not have to enter it themselves, only validate the information and enter new data if different from what was sent. Say the purpose of the form requires the users to return little information back other than confirm their information, sign

Forms / Template Design and Development 32 / 345 the form and check an option for decision and then return the form in a prepaid envelope. The form could include a 2D barcode with the user’s information, which upon being received back at the organization, once scanned, displays the user profile. Staff only needs to check the user’s selected option and confirm signature is received, thereby simplifying the data entry and handling process. Fillable PDF – In cases where the user prints the blank form first and then fills it by hand to mail it, then it should be using the same return instructions and address as the pre-printed form for staff to enter the data. For those users who fill the form online and then print it, it could be possible to include a 2D barcode to allow for scanning of the information once received by the organization, thereby eliminating the need for data entry through the use of technology. A programmed script in the form would display and apply the appropriate instructions based on how the form is used and filled. When a user prints the form first, it prints return address X. When users fill the form online before printing, it

Forms / Template Design and Development 33 / 345 is programmed to generate the 2D barcode and prints return address Y. Dynamic intelligent form – For those users filling the form online and submitting it online, the developer needs to program and map: • All the form fields to the appropriate databases. • The data retrieved and displayed on the form in real time as the user is completing the form and by the same token validating the information displayed. • Workflow actions and events, including the submit button. All need to be programmed and mapped according to business rules. The developer also needs to consider: • The technological infrastructure that supports internal operations and electronic data exchange within the organization.

Forms / Template Design and Development 34 / 345 • The technological infrastructure that supports the electronic data exchange between external users and the organization. • The type of electronic signature required for the form’s transmission and processing. • Where completed forms need to be sent (e.g., to the appropriate system and area for processing). • Notifications delivered to staff to trigger processing. • Workflow instructions for data and form storage. … and more. The developer validates:  All output versions and media.  Business rules.  Database links required for data merge, download or upload.  Workflow and routing instructions, saving and storing instructions.  The organizational structure levels.  Data libraries.

Forms / Template Design and Development 35 / 345  Standards. … and more. This ensures every output version of the form is developed as specified and can be processed according to the established business process and organization’s procedures. Many technologies may be involved or called upon in producing, deploying and processing forms. Each may be used differently in the form’s process. Much of these details are found in the form or solution’s business case and in the requirements and specifications document before the developer starts developing the form itself. These examples demonstrate the relevance of viewing each output version separately for its technology, their processing differences, ensure each output version is clearly understood and ensure due consideration is given to technology when developing forms. Data collection and presentation applied to groups of forms When reviewing a group of forms for update or development, the forms developer and forms analyst need to determine the best approach to collect, transmit and exchange data when developing

Forms / Template Design and Development 36 / 345 or updating forms. It may be that a project calls for converting a number of forms to electronic versions, or that a database change calls for the updating of specific form fields.  Do many forms share the same data fields and databases?  Do some forms share similar business processes and business rules allowing them to be handled and developed with a common approach?  How can the data mapping be facilitated in the forms’ development phase? The forms developer needs to ensure the most relevant database, tools and functions are appropriately assigned to forms and applied consistently through most forms (e.g., consistently extract common user information from the same database whenever possible). As mentioned earlier, it may be worthwhile to see how feasible it is to create an executable file that will automatically insert, map or execute data fields in multiple forms’ source files at once.

Forms / Template Design and Development 37 / 345 Design analysis An integral step in the forms analysis process, design analysis is performed by the forms analyst and/or forms developer to convert the rules, logic, business and style guide requirements into objects on the form container. One reviews language quality and consistency, assesses usability and ensures designs are appropriate for the intended final output format such as printed forms vs electronic forms, online applications or screen design, or mobile applications. The intent is to make the form understandable, easy to navigate and to fill. A well-designed form:  Helps reduce errors and costs.  Enhances the organization's image.  Creates a better client/user experience.

Forms / Template Design and Development 38 / 345 FUNDAMENTALS It is essential to review all intended forms output versions. Each output version is the result of the assessment made of the delivery channel on which the form will be deployed and accessed from. Consideration is given to the different devices with which the form may be accessed (e.g., PC, laptop, tablet, smart phone) and to the different processing and handling steps of its business process. This will determine what output versions, formats and renderings are required to present the form to the user. Each output version is likely to have a different approach to data collection and presentation, possibly requiring a distinct development, deployment and information-processing approach. Process maps may clearly demonstrate:  The business process steps related to a form.  Who the actors are.  Whether a form is mailed or electronically submitted to area X.  The data contained entered in database Y.  Decision recorded.

Forms / Template Design and Development 39 / 345  What happens to the completed form once the process is completed, and so on. What the process map may or may not show is the specific form output versions of the form. For example The mailed version of a form could be: − A preprinted form. − A mailed printer-resident form. − A completed online PDF version that was printed. The electronically submitted version could represent: − An online filled PDF version. − A dynamic online intelligent version. When conducting design analysis of the form, the forms developer needs to assess what technology or tool will be used to develop which output version and how to produce effective forms layout and design for each output version with the given technology. The layout and display of the form elements, information, instructions, labels, captions and data fields may appear in different ways depending on the output media.

Forms / Template Design and Development 40 / 345 For example The printed version may follow a different set of design standards than the online dynamic form, which needs to follow a specific and distinct set of design and development standards (e.g., W3C standards, legislated accessibility regulations and design standards, etc.). Ideally, from a Forms Management Program and Information Technology perspective, developers should aim at using one form source file for delivering all form output versions. This, however, is not always possible depending on the organization’s technology framework and infrastructure. Program staff and forms developers, however, need to keep aiming for this objective in the hope of minimizing forms management and maintenance effort. As well, forms developers can rely on the Forms Style Guide for the development of all forms output versions. The guide should provide sufficient specifications and references such as:  How to lay out a form intended to be printed.  What layout specifications to follow when producing an output file.

Forms / Template Design and Development 41 / 345  Which technology or programming language to use when developing dynamic online forms. Key design and content considerations  Ensure the vocabulary on the form, in labels, captions, data field descriptions, and instructions, is consistent on every form output version.  See that plain language is used and allow visual white space and visual properties to provide all necessary information and help the user focus on key form elements. Note: It may occur that labels and form data fields descriptions are not consistent with system or database fields’ descriptions. Although it would be ideal if they were, it may not always be possible for all sorts of technical reasons, or due to the fact systems and forms development fall under different management causing inconsistencies, or systems that were bought off the shelf and implemented with pre-existing terms. At the very least, it is important to ensure the same language and vocabulary is used on forms, allowing the

Forms / Template Design and Development 42 / 345 organization to deliver a consistent message to users and staff.  Apply the organization’s logo and any other required standards, policies, legislation and document security designation as applicable according to the output version layout options. For example The Forms Style Guide may dictate where the logo is to be positioned on printed forms compared to online dynamic forms where the logo may be the one displayed on the forms webpage, screen or mobile device. Another layout may be prescribed when screen renderings of completed online forms are needed for display or print purposes.  See how technology features can ease the form filling experience for the user by prefilling the form with general information already available to the organization.  Keep the sequence of sections and form elements in a logical and intuitive order for the user. Depending on the output version, the sections may appear in slightly different layouts, but the sequence should remain, regardless of the output format.

Forms / Template Design and Development 43 / 345  When transitioning a paper form to an electronic form, it isn’t always necessary or desirable to make the electronic form look like the paper form. Sometimes the form has to look like a traditional form in a specific layout for compliance to legislation or for archival purposes, but that does not mean that the user must endure the restrictions of using an on-screen form to match the completed form. Often and especially with complex forms, it is necessary to separate the form filling experience from the image of the completed form. The dynamic online form may be designed in a completely different manner from the compliant form, using different screens to display instructions and questions by sections to fill rather than show the complete form at once on screen. In addition, the compliant form image must also be created and formatted so that the data collected via the dynamic form can transfer to the compliant form image. This approach represents more work for the developer (two form designs, data migration from collection to fill), but it offers a more user-friendly way for users to fill the form. The final result is an easy form filling

Forms / Template Design and Development 44 / 345 experience for the user and a completed form that meets compliance requirements.  Although this may be achieved with different design methods, care should be taken to ensure the online design maintains the information sequence and puts focus on the key information elements, as it would on the print version.  Sometimes in dynamic forms, form elements are driven by responses on the form. For example, marital status is a form question. If “married” is selected, a specific set of questions is presented. If “single” is selected, a different set of questions is presented.  Can the high-resolution PDF version of the form be used for the preprinted version, the printer-resident version and to generate the online fillable and printable PDF form? Can the one form source file generate all output versions?  Assess the different processing and handling steps according to each output version and in which technologies they are integrated.

Forms / Template Design and Development 45 / 345 For example There may be no need to include business rules and logic in fields of the printed form version. Technology may be used for processing forms after they are filled. The online dynamic form, however, may have data fields mapped and actions programmed to execute the electronic workflow and transmission of the form and its data. Are printed forms received to be scanned and archived in the organization’s electronic document and records management system the same as the electronically submitted forms or are they stored in paper record files? These questions need to be addressed at the start of the development phase to ensure adequate procedures are provided to staff.  Are there any form features or sections that need limited or restricted access?  Do some features need to be disabled (e.g., print or text copy)?  What security features are required for this form?

FORMS ANALYSIS Forms / Template Design and Development 46 / 345 Whether faced with developing a new form or making major revisions to an existing form, the forms analyst expects the forms Developing developer to produce a draft sample design and layout, possibly a a form is an few if the form is complex, before finalizing the form’s layout, iterative process. vocabulary, information, and action sequence. Drafts are refined If the form is to be deployed in several output versions, it is good and improved practice to at least finalize all the form elements on the key output until approved versions before presenting draft (for the different output versions) by satisfied clients, to the client, form owner and stakeholders for review. stakeholders and users. When presenting drafts, either in print or via a live demo to show the dynamic form actions and features, the forms analyst, with the help of the forms developer, needs to outline the relevance of a given feature next to another, why one is recommended over another, what are the benefits of feature X over feature Y, etc. The forms analyst and forms developer are there to demonstrate and explain:  Every detail  Every form field.

Forms / Template Design and Development 47 / 345  Form features and behavior.  Programmed action and result. When necessary, features in other existing forms are presented for comparison and to allow the form owner area and stakeholders to decide which features they prefer for a form. Form drafts in different output versions help demonstrate feature functionality rather than creative artistry. The presenter should also take the opportunity to explain which standards are being adhered to as part of the form’s design and development to ensure interested parties are aware and can now visualize what each represent on the form itself. For example • Organization and Forms Style Guide for logos. • Legal disclaimers. • Postal standards. • Usability and accessibility features. … and others. Conducting forms design presentations lead to positive discussions that could result in the addition or elimination of output versions, or in design modifications following feedback received.

Forms / Template Design and Development 48 / 345 This analysis of the form’s design may occur a few times over the development phase until approval of the form’s final output versions. Each output version as well as each data input consideration of the form should be clearly defined in the specifications document, including the technology or equipment related to each. Note: All output versions of a form need to be approved before being deployed. During design analysis, Forms Management Program staff examine the following:  A summary forms design analysis, that is, a brief review of:  The form’s layout, design and construction, including font type and size requirements, correspond to the needs of the target audience.  The form’s spacing, arrangement and sequence of the information elements: • Labels, captions, headings. • Data fields. • Graphics.

Forms / Template Design and Development 49 / 345 • Instructions. • Sections. This is to ensure: • Data fields, questions and sections are laid out in a logical order. • That the form is visually attractive and legible. • The form is not busy or confusing due to information crowding or to the use of non-compliant text properties such as ALL CAPS.  The language and vocabulary used for plain language and clarity.  Are the right questions being asked to ensure correct responses from users?  Are the instructions clear to ensure the form will be properly sent to the appropriate area for handling and processing?  The Program’s current review checklist of forms components to verify for compliance or updates.

Forms / Template Design and Development 50 / 345  Each form history record to see if any updates have already been identified and noted to file. Has the Forms Management Program been made aware of specific problems or issues with any of the forms?  Branding to ensure compliance and consistency. Is the logo in the right location and properly visible with enough space around it?  What usability, accessibility and technology features are included on the form, or missing, that could improve and help users when navigating and filling the forms ensuring an efficient data collection, presentation and transmission of the information.  Are applicable legislation, policies, regulations, standards or conventions being followed? For example − Paper standards and sizes if printed. − Common display and formatting protocols such as the date or telephone numbers. − Postal standards for addressing and mailing.