BFMA Forms Management Book of Knowledge - Sec 1 and 2

This text is set in 12-point type and the paragraph line Forms / Template Design and Development space in this book is set at 115% of the type size 151 / 345 used. The line space automatically adjusts proportionally when changing type size. Juggle line spacing These standards should not be modified unless a minor judiciously! change in the line space may allow a form to remain on one page and not negatively affect legibility. For example A letter template is being developed using the standard 12-point typeface and size set on 14-point line spacing. The closing and signature block carry over to a second page, but the requestor would like the letter to remain on one page. The developer could then change the line space by a fractional point, say to 13.6 or 13.8. Such a minor change would not be noticeable to the untrained eye and would allow the text to move back onto page one. Reducing the line space of dense text is generally to be avoided but can be useful in certain circumstances when used judiciously. Reducing the line space by a

Forms / Template Design and Development 152 / 345 fractional point can often be enough to make the text fit on one page without interfering with legibility. Examples of dense text set with inadequate line spacing: Text and field alignment – There are different options for text and field alignment, but the most accepted ones have proven the most efficient in ensuring clear legibility. They are:

Label left aligned, floating above the form field. Forms / Template Design and Development Answer below label, left aligned in field. 153 / 345 “Placing a label above an input field works better in Preferred design style most cases, because users aren’t forced to look for printed forms. separately at the label and the input field. Be careful to The label and form field visually separate the label for the next input field from are in close proximity. the previous input field.” (UX Matters)55 Scanning, if required, is clean. 55 Matteo Penzo, “Label Placement on Forms:, July 12, 2006, UXmatters, https://www.uxmatters.com/mt/archives/2006/07/label-placement-in-forms.php

Label left aligned within the box. Forms / Template Design and Development Answer below label, centered in field. 154 / 345 Label right aligned Preferred design style Answer to the right of label, left aligned for printed forms. The label and form field Label left aligned are in close proximity. Answer to the right of label, left aligned Common design style for web forms. The label and form field are in close proximity and it makes for faster reading because the reader is less likely to get lost between the label and the form field. Common design style for web forms.

Label left aligned Forms / Template Design and Development Answer to the right of label, left aligned 155 / 345 Shading added to guide the eye Common design style Lines – Lines or rules on forms are meant to guide the eye. They for web forms. should generally recede to the background, that is, light lines that guide rather than distract. Lines (or rules) are measured Because labels can vary in points. Forms typically use 0.25 (¼ pt) or 0.50 (1/2 pt) in length, it is easy to lose lines for enclosing spaces (see above) or for writing lines your place between the while thicker lines are used as separators or for emphasis. label and the form field, For example shading can help guide the eye. This Zebra striping research article by Jessica Enders details the benefits, or lack thereof, for shaded rows or “zebra striping.”

Forms / Template Design and Development 156 / 345 Color on forms – Color is typically used to show branding or to help the user in some way. Color in branding, often in the form of a logo, is specified by the organization standards that are included in the Forms Style Guide. Colors are also used to help the user navigate the form. While a form printed wholly in red is fatiguing to the eye and not recommended, red can be used to call attention to an action item on a form. This could be: − An arrow pointing to an amount to pay or a signature area. − To highlight fill in areas, e.g., a form on white paper has form fields printed in pale blue, clearly indicating where an answer is expected. − To highlight a sequential number or marginal word. Some individuals do not see the color as the designer intended, and therefore color cannot be the sole indicator of an area requiring special notice, for example, required fields. Colors on forms need to be selected with care. Some colors cannot be distinguished by people who are color

Forms / Template Design and Development 157 / 345 blind. Other colors drop out when photocopied e.g., pale yellow and pale blue. Other colors are poor for viewing in dim light, e.g., pale gray. Some colors are fine but when used in combination with other colors do not produce a good reading experience due to low contrast, e.g., brown type on a black background. Naming conventions – Agree on and adopt common terms to use consistently on all forms. Avoid abbreviations or acronyms unless commonly known (e.g., Tel. for telephone) and when used, write the words in long first with the acronym in brackets before using on the form (e.g., United Nations (UN), Social Security number (SSN)). Form title – The form title should be short, simple and clearly describe the purpose of the form. It should also be very visible, usually in a bigger size font and weight. Often titles are set in uppercase also known as ALL CAPS. This is acceptable for short titles. Given uppercase text is more difficult to read, it is recommended to use upper/lowercase text in a larger type size and weight. This should cover the same space area and be just as visible with the added bonus of being legible.

Forms / Template Design and Development 158 / 345 A title is often set in a 12 to 16-pt size font, but it could be bigger if there is room or giving the title focus is important. Or, it could be smaller, depending on the size of the form. Depending on the form layout, it could be left aligned, right aligned or centered. In cases where titles have descriptive subtitles, use two different sizes: • The bigger size for the main title. • And a smaller size for the less important subtitle. Examples

Forms / Template Design and Development 159 / 345 The title is also located on the form where it will be most useful to those who handle and process the forms, usually at the top of the form. Although the form title position is generally identified in the Form Style Guide, it is important to first validate with users how the form is handled to determine where the title and other key information elements need to be displayed for most efficient use. Form identifier – Each form should have a unique form identifier. Generally, the form identifier appears in a smaller typeface, 8 or 10 pt in sans serif typeface (e.g., Arial). It may appear at the bottom left of the form or directly under the form title. The form identifier typically includes: − The organization’s acronym. − The form’s unique form number. − The form’s latest edition date.

Forms / Template Design and Development 160 / 345 The form identifier might also include a form’s: − Sub-category number. − Language version designation. − Output version designation. The form identifier is useful for Forms Management Program staff, enquiries and technical support staff, but has little meaning to users themselves. This is why is often remains inconspicuous in an area of the form with less visual focus and importance (bottom left). On some forms, it is found directly under the form’s title. Design conventions adopted by a Forms Management Program should provide guidelines as to where to display

Forms / Template Design and Development 161 / 345 the form identifier on the different form products and output versions it creates. This should be covered in the Forms Style Guide. Zoning – Refers to main sections or areas within the form. It is within these zones that grouping and sequencing (see next section) take place. Zoning can guide the forms developer to include major sections that appear on most forms. − Identification zone (or zones) with the form title, logo, form number. − Instruction zone (or zones). − Introduction zone with “sold to,” “ship to,” transaction, serial numbers, addresses, user identification. − Body zone with the main content of the form. − Closing zone with approval signatures, dates and routing instructions.56 Grouping and sequencing – Refers to grouping related fields together in the form container, arranging (sequencing, 56 Marvin Jacobs and Linda I. Studer, “Basic Principles of Forms Design,” in Forms Design II: the Course for Paper and Electronic Forms (Cleveland: Ameritype & Art, 1991), p. 102-109.

Forms / Template Design and Development 162 / 345 ordering) the elements within each group in a logical manner, and arranging the groups in the order of events according to the sequence of the business process. Grouping information – Grouping means to put all the information elements that logically belong together in the same area or section of a form. For example  A user’s identification (e.g., given name, family name, home address, mailing or delivery address, postal code, telephone numbers, email, identification number, etc.).  In is a job application form, the information about the user’s education (e.g., name of high school, graduated or not, names of colleges and degrees received) would be grouped.  Another logical grouping in the job application is the work experience and earlier jobs held by the applicant (e.g., job title, employer name and address, contact person for reference, telephone number,

Forms / Template Design and Development 163 / 345 email, period worked at that establishment, etc.).  The final logical grouping in the sequence is the signature block, with a declaration or statement to confirm by the applicant by signing, signature and date fields. Establishing sequencing – Sequencing within a form is meant to reflect the sequence of events in the business process. The groupings of information are arranged in the same order as they occur in the business process. For example 1. A request for vacation is first completed by the employee wanting time off. This first section includes the employee’s identification (e.g., employee’s name, employee number, department) and requested vacation period (start date and last date of vacation). 2. The form is then approved by the employee’s direct supervisor. This second section of the form includes the supervisor identification (e.g. supervisor’s name,

Forms / Template Design and Development 164 / 345 department, supervisor’s title, signature, approval status of the request, date signed). 3. Finally, the approved form is routed to Human Resources. On a printed form, this last section would include the employee name of the staff person in Human Resources that received and processed the form and on what date. An automated eform would workflow and upload the data to a database. The sequence of the information on the form matches the movement of the form through the process. Grouping and sequencing – Typically, forms display both grouping and sequencing. For example  On an online retail order, one would normally find the user or buyer’s details grouped first (e.g., given name, family name, home address, address, postal code, telephone numbers, email, identification number, etc.).  Then a catalog of items to select from would generate a list of the selected items to

Forms / Template Design and Development 165 / 345 order, with cost per item and total cost of all the items selected.  Finally, after confirming the list of items to order, another form page would appear requiring payment information details (e.g., credit card number, expiry date, code) and delivery details (e.g., same address as the user’s or other address, delivery method, etc.) Before starting to develop the form, the forms developer reviews the form elements required on the form to determine how best to group them. This is to ensure efficient reading and flow of the relevant information at every step of the business process. Once a sequence of information is established, the forms developer strikes a balance in the layout of all the form’s elements, allowing enough space and visual cues around every element for an easy fill-in process. The forms developer also leaves enough space in each field area for the user to enter the required information.

Forms / Template Design and Development 166 / 345 Developing web forms for multiple devices Developing web forms is still a bit like the Wild West. Standards and best practices are beginning to emerge, but compliance to them is not typical. It is in the best interest of forms developers to remain informed on the standards and conventions for web forms, especially usability features and best practices, until more uniform and recognized standards become commonplace. Technology has facilitated design of forms so that it is possible to render them on multiple devices such as computer screens, tablets, mobile phones. These responsive forms recognize the device an reconfigure the form layout for optimal display. The design of responsive forms requires a feature-rich forms development software. In addition to what has already been mentioned above, here are a few more tips to help develop user-friendly forms.  Allow respondents to answer in intuitive formats they are familiar with. If the required format is known, use formatting and state the required format at the time the form is completed. If the format can be variable, leave the field without formatting.

Forms / Template Design and Development 167 / 345 For example − If all respondents use a US or Canadian telephone number, the telephone number field can be formatted. − If the field could have respondents from other countries, leave the field unformatted.  Although fields and question appear one after another on a webpage, keep the sequence intuitive. This is an instance in which grouping and sequencing is extremely important because there are few other clues to assist the respondent.  Keep the label or question in close proximity to the answer field. Make each question and its answer field an identifiable pair separated from another pair; proximity is important. Also see  Label Alignment in Long Forms57 57 Janet M. Six, “Label Alignment in Long Forms l Paper Prototyping for Engineers” UXmatters, January 18, 2010, https://www.uxmatters.com/mt/archives/2010/01/label-alignment-in-long-forms-paper- prototyping-for-engineers.php

Forms / Template Design and Development 168 / 345  Identify mandatory fields (e.g., by using color and asterisks). Color alone may not be an adequate indicator for some respondents.  Make the answer field the same or bigger than the expected length of the answer to ensure there is enough room to enter and display the answer.  Ensure that initial capitalization is not forced for name fields. Some surnames such as “de Paul” or “van Horn” do not require the capitalization of the first letter in the name.  Use features such as checkboxes, radio buttons, drop-down menus, and calendars to guide the number of entries that could be mistyped or not entered in the appropriate format. Select features that are user-friendly on the devices used.  If there are more than four choices, favor the use of drop-down menus to save form space, if user-friendly on the devices used.  Where meaningful, order menu items alphabetically, numerically or in known meaningful order (e.g., weekdays, months, numbers, years).  Specify format requirements with examples e.g.,

Forms / Template Design and Development 169 / 345  YYYY-MM-DD for a date.  If a credit card number is to hold all 16 digits. Indicate if it is to be entered with or without spaces between each set of 4 numbers.  Display error messages in a different color close or next to error fields and write them in simple familiar language to the user, clearly showing how to correct the error.  When an error occurs, do not clear the data entered in other fields. Users do not appreciate to have to start filling a form over again.  Once a form is successfully submitted, display a confirmation page to the user with information as to what will come next and follow up with an email confirmation. BUSINESS PROCESS ANALYSIS Although business process analysts do not design or develop forms, their role in collecting key information from the client, interested parties and users is crucial and could affect the result of the design, layout and delivery of a form.

Forms / Template Design and Development 170 / 345 For example During information gathering sessions with interested parties and users, it becomes apparent that a specific information element, say the client service request number, is essential at all steps of the form handling and business process, for all actors involved, including the enquiries staff. The business process analyst would note that this service request number, a sequential number, needs to be located in a clear and visible manner, easily recognizable by all staff needing to work with the form. This is to ensure the forms developer pays particular attention to this information element when drafting a form layout and determining which design features to use to provide the intended emphasis, focus and attention to it. It is also in the interest of the business process analysts to be familiar with basic design principles adopted by the organization and outlined in the Forms Style Guide. They can advise the interested parties of differences in output versions and how each form layout may vary accordingly. They also explain where form elements are likely to appear and provide general information on form setup and flow.

Forms / Template Design and Development 171 / 345 Also see  “Designing Usable Web Forms – Empirical Evaluation of Web Form Improvement Guidelines”58 Note: To view this article, you will need to copy the following hyperlink and paste it into the URL address bar. https://static.googleusercontent.com/media/research.g oogle.com/fr//pubs/archive/42513.pdf FORMS ANALYSIS When preparing a detailed requirements and specifications document for the forms developer, the forms analyst notes any information element that requires attention in the design, if any error or problem reports have been recorded, if updates are required following forms design review for compliance or improvements, and specify any specific display format required. 58 Mirjam Seckler, Sylvia Heinz, Javier A Bargas-Avila, Klaus Opwis, Alexandre N.Tuch, “Designing Usable Web Forms – Empirical Evaluation of Web Form Improvement Guidelines”, CHI 2014 One of a CHInd, The ACM CHI Conference on Human Factors in Computing Systems, Session – Interacting with the Web, Toronto, ON, Canada, April 26 – May 1, 2014.

Forms / Template Design and Development 172 / 345 For example Requirements state a sequential number, say the service request number, is required at the top right-hand corner of the form, printed in red. The form is both printed as well as available to staff on the intranet. This alerts the forms developer that: • A space allocation is required on the form to display the sequential number in a big enough type size, 18 or 24 points, for an easy read. • Different numeric sequences are needed to distinguish the forms that are printed from those generated electronically, taking into consideration pre-existing number sequences that have already been used. In cases where two or more forms are grouped into one, the forms analyst will indicate which information elements from each form to include in the consolidated form and in what sequence, which title to apply, any detail that may affect the design and layout of the different output versions.

Forms / Template Design and Development 173 / 345 Once the forms developer provides draft samples for review, the forms analyst, along with the forms developer, validates the form’s design with the client and interested parties.  Does the design and layout flow in the right sequence?  Are the key information elements visible and easy to use?  Does the title convey the purpose of the form?  Do users understand the questions?  Is the data received in completed forms accurate or are many returned due to errors? Following user testing or feedback, design and layout may be reworked to improve user response and accuracy of data entered. Also see  What is the difference between layout and design?59  Design vs Layout – What’s the Difference?60 59 GRAPHIC DESIGN, StackExchange, “What is the difference between layout and design?” 60 WikiDiff, “Design vs Layout, What’s the difference?”

Forms / Template Design and Development 174 / 345 FORMS DEVELOPMENT In general terms, the forms developer develops each output version of the form using the standards, guidelines, conventions and best practices outlined in the Forms Style Guide, any other applicable guides that apply to each output media, and by applying the general forms design principles stated above. The forms developer includes any other standard or convention that has been specified in the requirements and specifications document to address particular business needs. Attention is given to ensure information elements are laid out in the same manner for consistency, using the same terms, look and feel. Below is a list of the different standards, guidelines, conventions the forms developer considers when developing any form:  The legislation, policies, regulations that apply to the form to ensure compliance.  The different output versions and product types required for the form to know which standards apply.  If the form is printed, to determine which printer drivers, specifications and script to include, or what margins, layout to apply for mass printing or e-version to print.

Forms / Template Design and Development 175 / 345  What is the target audience (for language, type size, accessibility requirements)?  What are the user points of access for the form?  If the form is mailed (for postal standards for specifications on layout, addressing sequence and display).  Branding of the organization (for layout).  If the form contains a barcode or other type of code (what type, for correct positioning and print quality to ensure code readability by equipment and scanners).  Consistency of language and approved terminology.  Information display conventions (e.g., telephone number, credit card number).  Paper size, weight, thickness; page setup and orientation.  If the form calls for unique or particular requirements which could require investigative research (for existing standards, product, options).  Colors on the form, images (for print, image file type, resolution quality, which color system to use).

Forms / Template Design and Development 176 / 345  Security features and document security classification. This is necessary to determine access rights, display the corresponding security classification, apply appropriate security features, whether the form is electronic, online or printed. There may be distribution restrictions for printed forms, which is an extension of access rights.  How the form is completed (filled), the collected data handled and processed, how the form is accessed by users, completed forms and data saved and archived. This is needed to determine which scripting and programming languages to use, what other equipment requirements and specifications to include such as scanners, optical readers, data exchange programs; to include the necessary archiving and workflow instructions and actions. For manufactured forms, the forms developer uses the Forms Style Guide standards, guidelines, conventions and best practices. The developer also pays attention to any information element requiring focus or emphasis for specific business needs or requirements.

Forms / Template Design and Development 177 / 345 For example, this could mean: • Selecting a colored paper that would quickly distinguish the form from others. • Adding visual emphasis by increasing type size. • Adding bold and using colored ink to bring attention to a key element of information. • Displaying a graphic element, such as a dotted line and scissors to indicate the portion of the form to detach, fill out and return in an envelope. In the event an existing form is being redesigned or converted to a new media format, the forms developer checks:  To see if there are any pending changes in the form history record or forms management database.  If any error reports or problems have been reported for the form. This is to see if a problem stems from a design or layout issue that could be resolved through an improved new form design and

Forms / Template Design and Development 178 / 345 layout. If so, the forms developer explores other design and layout options and presents drafts for review. Following feedback from the form owner area, interested parties and users, the design, layout and development of the form is finalized for approval. Forms developers often create their own models, objects or sections of forms that are already designed in a compliant way with the necessary standards, correct design and layout with existing field programming. For example Forms developers may create models for: − Letterhead formats. − Notepads. − Memos. − Mass-mailed letters. − Completing letters. − Envelopes. These would all be created in compliance with all standards, legislations, policies, conventions specified in the Forms

Forms / Template Design and Development 179 / 345 Style Guide. They would also include the necessary branding, script and programming for automated functions. For forms needing a sequential number such as for service Create requests or purchase orders. 1 source file. For printed forms, based on the last sequential number Generate printed, the forms developer determines the starting multiple number of the next numeric sequence. The sequence output to print is specified to the print provider with the versions! instructions to print it in red ink. For the eform, the developer programs the number field to generate a different numbering sequence with properties to display in red. The forms analyst points out to interested parties and users that eforms print the number in black unless printed on a color printer. Any forms developer can use these models to create new forms to support new business needs and requirements. Other times, the forms developer copies existing forms to create another form source file where many of the same information elements are found. Using existing models and form and template source files facilitate the forms development process, and speed up the forms service delivery.

Forms / Template Design and Development 180 / 345 Whenever possible, it is a forms management practice to aim at developing one source file from which to generate all intended output versions. When this is not possible, try at least to keep the number of source files at a minimum to help reduce forms maintenance costs and effort. DATA COLLECTION AND PRESENTATION Forms are:  Important data collection devices, e.g.,  Requests.  Applications.  Work orders.  Tax forms. … and others.  Important data presentation devices, e.g.,  Invoices.  Statements.  Bills of lading.  Cheques.

 Driver’s license, permits. Forms / Template Design and Development … and others. 181 / 345 Humans, being creatures of habit, usually find it easier when the Field labels, same form elements (title, questions, labels, captions, branding) instructions appear in the same manner and in a similar layout on most forms and questions of the same nature and function. are written with words users Form fields using the same vocabulary and same visual structure understand. bring a certain level of comfort and familiarity that encourage And positive responses with a higher level of data accuracy. NO jargon please! Their effectiveness lies in how well they are designed and developed, not only visually, but:  How questions are asked.  How information is arranged.  How automated functions are programmed to work and exchange data. Labels, captions, instructions, and questions are in clear, simple, familiar and plain language, without jargon. For data collection forms, ask the right question for the required answer and leave enough space for the answers. For data presentation forms, be sure that any action on the part of the recipient is prominent.

Forms / Template Design and Development 182 / 345 For example If the organization requires a person to declare what their citizenship is, the label for that field needs to be “citizenship”, NOT “nationality”. The two terms are sometimes used interchangeably, but they do not mean the same thing. Nationality refers to where a person was born, while citizenship is a legal status. A person born in Italy would have an Italian nationality, but could also have a US citizenship. To obtain the accurate data from respondents, it’s important to ask the right question. In this example, the label “nationality” would not guarantee the answers entered to be accurate, if the desired answer is “citizenship”. For example An invoice for monthly cable service is sent to a subscriber. There is an action required on the part of the subscriber, that is, pay the invoice. Not only must the amount due be placed prominently, there must also be an easy way to find remittance address, account number and contact information. This is true whether the invoice is printed and mailed or sent electronically. If printed and mailed,

Forms / Template Design and Development 183 / 345 depending on the process, the subscriber may need to remove a part of the form and return it with the payment. When developing a form, the forms developer takes into account whether the data entered on the form is electronically transmitted and exchanged with other systems or databases. In cases when the data is manually entered from the form to the database, the form fields should be presented in the exact order as the data entry screen. In cases when the data is transmitted from the form to the database, it may nor may not be important to maintain the sequence depending on the nature of the program. For example The database has separate fields to capture the family name, given name, home telephone area code and number, other telephone area code number, email, home address with separate fields for the street number, apartment, street name, city, state, postal code, and country. The form’s design and layout should contain form fields that map to the database fields.

Forms / Template Design and Development 184 / 345 Some fields are easily separated, such as “family name” and “given name”, while others are grouped in a logical sequence and area of the form, like the address. The developer can choose to clearly separate the data field boxes on the form’s design or to group the programmed data fields and labels matching those of the database in a familiar address section on the form. These are design decisions made on a case-by-case basis. The important thing is to ensure all required data fields are included and that each is clearly labeled for the user to enter the necessary information. Providing instructions, especially formatting instructions, is also helpful in reducing data input errors. Better yet, the use of radio buttons, checkboxes and drop-down menus to select answers from, the use of calendars to pick dates from, can be programmed to display, enter and export data in the required format. These features not only make it easier for users to enter data, but also ensure the data sent is transmitted in the correct format without error. Win-win for everyone. When easy features cannot be used, then resort to include clear instructions. These appear above, next to or before the data label or data field.

Forms / Template Design and Development 185 / 345 For example In a date field, show the format the date is to be entered: − YYYY-MM-DD − MM-DD-YYYY − Month DD, YYYY … or other. If a credit card number is to be entered, specify whether it is to be written with or without the spaces between the sets of 4 digits. Users are familiar with the number they see on their card, which has spaces. Intuitively, they would write the number WITH the spaces. However, if the system or database only accepts the number without the spaces, do provide instructions to that effect. Either provide clear instructions or allow the users to enter the number intuitively with the spaces, but program the field to remove spaces entered for data export. DO NOT frustrate users by generating errors that could be avoided. This same rule can be applied to other known numbers frequently asked on forms, such as the Social Security

Forms / Template Design and Development 186 / 345 number (SSN) in the US and the Social Insurance number (SIN) in Canada. When developing eforms, in addition to design a form layout and features with a view to minimize errors, be sure to include instructive error messages for instances when errors do occur. Instructions are clear, providing details on how to correct the error and helping the user enter correct information. Instructions are displayed in a different color above or next to the form data fields. When using features such as checkboxes, radio buttons and menus, the developer programs and maps each option action button according to the database structure. This ensures the correct data is returned to the database based on the selected options of the user. To make it easier for users to fill out forms, developers take advantage of technology features to extract existing information from databases to pre-populate form fields. This results in users having to complete fewer form fields, only validate the information already in them. They would complete the fields only when changes or updates are required.

Forms / Template Design and Development 187 / 345 For example A user accesses an online website they frequently visit to buy a variety of items. They have a client ID number, and once that ID number is entered in the required field, the website recognizes the user and automatically fills out basic information in the form fields called on screen (e.g., user family name, given name, home address, delivery address, telephone number, etc.). The user then only needs to enter specific data relating to the items to purchase and payment details. As a best practice, the forms developer requests a confirmation from the user that the data entered is correct and accurate by displaying the data entered in the form before the data is submitted. This allows the user to validate the information entered, correct it if necessary, before clicking the “Submit” button. This has the advantage to reassure the user on the data being submitted and allows the user to keep a record either by printing or saving a copy of the form. The developer also ensures that a message is displayed and sent to the user via email to confirm successful data transmission once the form is submitted.

Forms / Template Design and Development 188 / 345 In cases of forms that are printed after completion, a 2D barcode or optical character readers can capture the data. It is important the forms collect and print the data accurately, or in the case of scanned forms for handwriting recognition, that the information be clearly written (IN BLOCK LETTERS). If the characters are not clear enough or the barcode not clearly printed, they will be ineffective in capturing and transmitting the data entered. Barcodes, depending on their purpose and requirements of the scanners, are positioned in different locations. On product labels, they are often found at the bottom; 2D barcodes on forms are generally located at the top right-hand corner of a form, just as would be a reference number. This is for quick recognition by form handlers who process the forms and capture the data entered. Before deploying intelligent eforms or applications with data exchange, it is essential the form be properly tested through rigorous user testing for usability features, testing of the data exchange functions when “extracting from” and “exporting to” systems and databases to ensure successful results. Feedback or error reports from the quality assurance and testing groups could result in forms modifications to address specific behaviors, improve accuracy and efficiency of the form.

Forms / Template Design and Development 189 / 345 Also see − Drop-Down Usability – When You Should (and Shouldn’t) Use Them61 − Don’t Put Hints Inside Text Boxes in Web Forms62 − Placeholders in Form Fields Are Harmful63 PRINT PRODUCTION As mentioned earlier, the equipment and method with which forms are printed and the forms product greatly influence the layout of a form. Specifications vary among different print equipment, but as long as the recommended image print area is respected, any form should print, regardless of how the form information elements are laid out in that space. 61 Christian Holst, “Drop-Down Usability – When You Should (and Shouldn’t) Use Them”, UX Research Articles, Baymard Institute, November 13, 2018, https://baymard.com/blog/drop-down-usability 62 Caroline Jarrett, “Don’t Put Hints Inside Text Boxes in Web Forms”, UX matters, March 21, https://www.uxmatters.com/mt/archives/2010/03/dont-put-hints-inside-text-boxes-in-web-forms.php 63 Katie Sherwin, “Placeholders in Form Fields Are Harmful”, Nielsen Norman Group, May 11, 2014, Updated Sep.10, 2018, https://www.nngroup.com/articles/form-design-placeholders/

Forms / Template Design and Development 190 / 345 The Forms Style Guide usually outlines general guidelines on:  Commonly used production methods for forms such as print outputs from computers or high-speed laser printers, or manufactured.  Basic forms layout, margins, allocated print area.  Print specifications for organization printers.  Design particulars of specific print items.  Design particulars and specifications for forms printed by key external print providers using different equipment. Organization branding principles and design guidelines are included or adapted for forms development in the Forms Management Program Forms Style Guide used by forms developers to develop forms in all output format types, including print. The guide shows how to apply branding on its most common printed products such as stationery and forms. For example The developer may apply logo images of different file type, quality and resolution depending on the desired output or delivery channel, e.g.,

Forms / Template Design and Development 191 / 345 • A quality resolution logo image on a PDF that will be output for online viewing. • A high-resolution vector file to output on 1,200 dpi high quality print PDF. • A high-resolution vector file on forms/templates for output at 300 to 600 dpi on a local network printer. In addition to applying known standards, guidelines, policies, legislation, conventions and form design principles outlined earlier, forms developers consider the following to determine the best development approach for a printed form.  The documented intended use of the form.  Purpose of the form.  Equipment used to handle and process the form. For example A one-page form mailed to users has a detachable portion that is to be returned to the organization with completed information. The developer sees how the design of the detachable portion can be optimized to ensure the user does detach it and to apply design elements to help staff

Forms / Template Design and Development 192 / 345 handling the return portion focus on the important information elements received. The developer also sees if it is cost efficient to use a high-speed digital printer with the ability to data merge user information to print on the form being sent out if a window envelope is used. The automatic insertion feature mechanizes the process of inserting forms in envelopes, rather than printing the forms first and inserting them in envelopes manually. The decision and cost depend on the quantity and effort required. Each situation is different and requires thorough evaluation. Say 1,000 forms are required at a cost of $0,10 per form to print. − The total cost comes to $100 just for the printing. − Then a worker needs to be hired to insert the 1,000 printed forms in 1,000 envelopes supplied. − This will take a full day of 7.5 hours @ $50/hr in manual labor charged by the printer.

Forms / Template Design and Development 193 / 345 − This adds $350 to the initial cost for a total of $450 to print and make the forms mail ready. To print and automatically sort and insert the form in envelopes, ready with the addresses printed cost $0,25 per form to print. − The total cost comes to $250 for the printing, sorting and to make the forms mail ready. − There is a $200 saving to be made by using the high-speed digital printer with sorter and inserter. Although the print costs may seem more expensive per form, it is still cheaper than resorting to manual labor. It is important to balance and examine all aspects of form production before choosing a production method. In some instances, finding the appropriate form product or material may require research analysis and product testing before proposing or selecting the output media for the form. As well, whenever there are product standards available, they are adopted and the standard design and layout applied (e.g., envelopes, letterheads, labels, folders, boxes, barcodes). This

Forms / Template Design and Development 194 / 345 facilitates the forms development process and also ensures product and industry compliance for the form production and use. In addition to the form design to be printed, the forms developer also pays attention to how the form is constructed for most efficient use and handling. Usage criteria inevitably affect the actual construction and print production of form outputs and are taken into account when developing the form. For example The business case and specifications document may refer to the use of a file folder and include the information elements to be printed on the folder, but not necessarily its specific construction. In cases where folders serve to archive documents, there usually would not be any inside pockets. However, if the folder is used to transmit documents from office to office, the developer could propose sample options with inside pockets for documents not to fall out of the folders while in transit. The purpose and handling of an envelope also influences where the opening is set for best use, therefore determining the type of envelope.

Forms / Template Design and Development 195 / 345 The intended use of labels also influences the type of adhesive to specify. Regular adhesive might be fine on standard labels for addressing but not for labels used outdoors. Forms developers are familiar with and apply: Paper types, products and standards, their size and weights (paper, cardstock, coated vs uncoated, archival quality, specialty papers, continuous paper, etc.). Some organizations adopt a specific paper as part of their branding. As well, some papers may be specifically defined for particular types of form products (e.g., envelopes on recycled Kraft grey paper, folders on Bristol board 250). Note: Papers often change in the industry; some types of paper, especially fine or specialty papers, come and go out of production quickly, sometimes without notice. It is important to check with print providers and paper mills on the availability of papers or acceptable substitutes. Postal standards affecting forms design, layout and display of addressing information or fields on the form to ensure efficient mail processing.

Forms / Template Design and Development 196 / 345 Ink colors and color systems when printing forms ensure accurate and desired color output. Some organizations adopt or have a specific ink color created as part of their branding. Source file and image file resolution, print quality requirements. Unlike eforms, printed forms require a higher resolution source file to ensure print quality of the forms. Generally, print providers require a high-resolution “Press” or “Print” PDF source file. Print quality standards for different types of printed products. Whether using established print quality standards or not, some thought is required as to what quality levels to specify for what form product. These can be included or referred to in the Forms Style Guide. For example It is determined that a “basic or Informational” print quality is acceptable for internal form products, but a “good or prestige” quality is best for public forms and CEO stationery items.

Forms / Template Design and Development 197 / 345 Also see − Print Quality64 − The Offset Printing Quality Standards Checklist65 − Print quality produced by computer printers66 − ISO 1264767 defining standards for the printing industry − Quality levels and guides for printing68 − US standards for Public Printing and Documents69, − Example of a Specification summary specifying print quality70 level of stationery items for the use of ministers and parliamentary secretaries. Source file layout (orientation, folds, single page, multiple forms on one source file e.g., 2-up, 4-up, booklet;) 64 Techopedia, “Print Quality” 65 The Offset Pressman, “The Offset Printing Quality Standards Checklist” 66 Computer Hope, “Print quality produced by computer printers”, updated 11/13/2018 67 Prepressure.com, “ISO12647” 68 Public Services and Procurement Cnaada, “Quality levels and guides for printing” 69 U.S. Department of the Interior Publishing Council, “ U.S. Government Laws, Regulations, and Guidelines, Title 44 – Public Printing and Documents”, U.S. Department of the Interior, January 2, 2006 70 Federal Identity Program Manual, “Specification summary A – Items for use by ministers and parliamentary secretaries”, Government of Canada.

Forms / Template Design and Development 198 / 345 Product types (e.g., single sheet, unit sets, self-mailers, folders, envelopes, labels, pads) and construction techniques applicable to each product (e.g., binding methods, adhesive standards, perforations, die cuts, etc.) Data mapping of form fields to ensure accurate and successful data exchange between forms, systems, applications and databases. This is useful when printing a form and merging user information for mass mailouts. Security features (paper, watermarks, holograms) and access restrictions to the printed stock of forms, etc. Security clearance of external providers, either to develop forms or print providers when contracted to develop or print classified forms (e.g. cheques, passports, secure ID badges). Different proof formats depending on the finished product (e.g., proof for a 1-color process vs a 4-color process, PDF proof, blueline, press proof). The forms developer also understands that once a proof is submitted, changes to the source file usually incur additional costs from the printer to cover unexpected changes. The printer assumes that the source file provided is correct.

Forms / Template Design and Development 199 / 345 Once the proof is approved to proceed to print, the printer no longer assumes responsibility for the content output result. However, if the delivered product does not meet print quality specified or contains a functional fault, such as the glue on an envelope flap not gluing, then the printer remains responsible to provide corrective action. Packaging options, standards or conventions based on known or estimated usage for distribution. Requirements or specifications of peripheral equipment used with the form, or to handle or process the form (e.g., sorting and mail inserting machine, barcode scanner, optical character reader, mail sorters). Print specifications that apply to forms production. TECHNOLOGY Modern forms development software and word processing software include many features that help form developers quickly apply standards and guidelines to design, layout, text and field properties. For example:

Forms / Template Design and Development 200 / 345  Standard page layouts, grids, headers and footers, margin indicators, rulers and tab indicators help for easy page layout and setup of form elements on the page.  The ability to create paragraph and character styles to apply as required on the form. For example A style could be created for titles, another for label text, one for field response text, one for form section headings, one for the form identifier, etc. Each would include the text properties for each typeface function (font, type size, weight, line and paragraph spacing, etc.). When saved in forms, templates and models, this allows the forms developer to always start a form using the standard form design, layout and text properties which can then be easily modified as required.