BFMA Forms Management Book of Knowledge - Sec 1 and 2

Forms / Template Design and Development 301 / 345 For example An organization with an international user base may decide to provide its forms in the six official languages adopted by the United Nations: Arabic, Mandarin, English, French, Russian and Spanish. Or it may decide to only publish its forms in English, but provide form instructions in the six languages. It’s important to check if staff processing the forms can actually read the information entered in other languages. Understanding the environment in which users are accessing the forms, how they fill them, how the completed forms are processed and the data captured, are also challenges for the forms developer. For example In cases where users are located in remote geographic areas such as the far north or Africa, access to electricity can be unstable and access to the internet can be slow. Developers need to seek options as to how to facilitate the use of eforms. It could mean: − Allowing the forms to periodically be saved locally while filling it out so the user isn’t faced with losing the

Forms / Template Design and Development 302 / 345 data entered. It also allows the user to choose the optimal connection time to upload the form and data, a time when connections are better. − Include a 2D barcode to allow the capture and exchange of data once printed. − Looking at where better access can be found in the area: a public library, public government service office. Is one of the organization’s branches located nearby? − Design the form so it can easily be printed locally. The forms analyst and forms developer also need to consider the organization as a business entity, the tools, equipment and technology it uses to collect, transmit and store the data, as a type of “user”. The organization is the ultimate recipient of the data forms collect, and the data is collected for it to efficiently deliver its products or services. Developers include only the Information elements and questions that are required for the form to accomplish its intended purpose. Labels, captions, questions and instructions are displayed in clear, simple, familiar and plain language, understandable to both the persons filling the form and those processing it.

Forms / Template Design and Development 303 / 345 For example If a form’s purpose is to gather information intended for a scientific audience working in the organization, the forms analyst and forms developer write the labels and details in terms to ensure respondents understand. The forms developer creates the design and layout of the information elements in the same way on all forms for consistency, including recurring visual cues, helping accelerate processing activities. Fill-in instructions are included:  Near or above form fields on printed forms.  In form field properties of eforms to help direct respondents enter the correct information. This also complies with accessibility legislation, standards and requirements to ensure users with disabilities can successfully enter information in form fields. The forms developer takes into account the different output versions and adapts the approach to form layout, design standards and functions accordingly.

Forms / Template Design and Development 304 / 345 For example − Printed forms include routing instructions or copy designations at the bottom of the form. − Intelligent eforms include programmed workflow instructions and functions executing actions such as downloading and uploading data in other designated areas’ systems or databases. − Electronic forms are made accessible to ensure everyone, including persons with disabilities, can access the form. The forms developer is familiar with the peripherals as “users” of forms, namely peripheral equipment such as barcode readers, scanners, workflow equipment, printers, systems and databases and understands their programming languages. This ensures the forms deployed can operate within the technology environment and that the data collected can be properly directed, through programmed fields and scripts, to the organization’s designated systems and databases. This allows other functional areas to perform their work and role in the delivery process of the organization’s business and services.

Forms / Template Design and Development 305 / 345 Understanding how a completed form is processed and how the data is captured definitely influence the way a form will be sequenced and developed. Form sections, or groups of information elements on a form are not displayed at random. They are organized according to their nature and function and to the sequence of actions or events occurring in the business process. If a user group identifies an important information element they need to see quicker than any other information element on the form, the developer needs to pay attention in order to give it the required emphasis and visibility. For example When the completed old age pension forms are returned to the organization, the first piece of data staff looks for is the date the completed form was received. The developer would need to ensure to display this form field in an obvious location, in bolder and bigger font size, with space around it in order for this information to stand out on the page. The forms developer needs to weigh the pros and cons of each solution option in an effort to meet everyone’s needs:

Forms / Template Design and Development 306 / 345  The users.  Those of the staff processing the completed forms.  And the organization that needs the data. For example Developing a secure website for users to save or upload a form: − May represent an investment cost for the organization, but it eliminates the need to use printed forms that would be sent by mail, and this could take a long time coming from foreign countries as well as being costly for the user. − Expedites the business process by electronically sending the data securely to the organization, which can quickly validate the information sent and uploaded it to its designated database. − If developed with programmed scripts or 2D barcode is included, it also eliminates the need for data re-entry of the information entered on the printed forms received.

Forms / Template Design and Development 307 / 345 − The process may still be slow in remote geographic locations, but access and secure data transmission is assured. The list of examples could go on and on. The important thing to remember is to know the form’s target audience well. Be sure the business process analyst and forms analyst document the details to support the forms developer in developing an appropriate and effective form solution that will meet every users’ needs. DATA COLLECTION AND PRESENTATION In the context of data collection, the concept of “know your target audience and user base” means:  Persons that fill the forms or receive completed forms.  Persons that handle and process the forms.  The organization as a business entity.  The tools, equipment and technology it uses to collect, transmit, process, and store the data. It is the organization that requires the information and data in order to deliver its products or services. Efficient data collection assumes the questions asked on the form are relevant and necessary in the conduct of the organization’s business.

Forms / Template Design and Development 308 / 345 Information elements that hold no purpose in the business process are excluded from the form. Labels, captions, questions and instructions written in clear and familiar plain language ensure respondents understand the question and enter accurate information. Information elements and questions that bear relevance and are necessary to the completion of the business process’ intent are laid out and displayed on the form in manner that eases user response. Design features such as preset display format of common information elements (e.g., date, telephone, etc.) and functions are included to better direct users, maximizing accuracy of user responses and data exchange. Visual cues, consistent form design and layout, look and feel ease the form-filling experience, encourage accurate response and accelerate processing activities. The form’s design, layout and display of information elements are adapted to each output version format ensuring successful data collection from each output version.

Forms / Template Design and Development 309 / 345 For example − Routing instructions are found written out on printed forms in addition to have copy designations at the bottom of each copy of the form. − Intelligent eforms, on the other hand, include programmed workflow instructions and executable functions such as downloading and uploading data in designated areas’ systems or databases. The result is the same: the form and its data reach the appropriate functional area, but the method by which the data got there differs between the different form output versions. Form data fields and action buttons are programmed in a language that associated equipment and technology recognize. This ensures the systems and databases’ information can be downloaded to forms assisting respondents fill the forms. Populating form fields with existing data helps ensure data accuracy. Data captured in the forms are successfully uploaded to systems and databases.

Forms / Template Design and Development 310 / 345 Accurate answers help processing activities.  They minimize entry errors.  Avoid the need to go back to respondents for clarifications or missing information.  And therefore, expedite service fulfillment. The above measures help ensure the forms deployed can operate within their respective technology environment and that the data collected can be properly directed to the organization’s designated systems and databases. This in turn allows other functional areas to perform their work and role in the delivery process of the organization’s business and services.

Forms / Template Design and Development 311 / 345 Usability Usability (or ease of use) needs to remain a priority focus of every forms developer when developing forms or templates. No one likes to fill out or receive complicated forms. Badly designed forms only result in disorderly and inaccurate information collected or presented. Keep in mind the importance and relevance of a good design. Consider the design and layout of information elements, white space, clear labels, captions and instructions, plain language, correct reading level. Usability begins with meeting the form owner and stakeholders to see how to improve the form, clarify, and perhaps reduce the information requested. This provides the opportunity to discuss the importance of a good design supported by reference to your organization’s style guide.

FUNDAMENTALS Forms / Template Design and Development 312 / 345 Usability also known as ease of use, user-friendly is related to ergonomics. The Merriam-Webster defines ergonomics84 as: Usability = Ease of use “an applied science concerned with designing and = User-friendly arranging things people use so that the people and = User-centered design things interact most efficiently and safely — called also = Thinking about biotechnology, human engineering, human factors”. how and why people use a product. Usability85 means thinking about how and why people use a product, understanding their goals in their environment and allow these to guide the design. Some call it user-centered design where the design approach begins with the user’s point of view. Applying usability in the context of forms design and development means making form products, application and system interfaces that are easy to use and that meet the needs and requirements of users and stakeholders. Usable products are 84 Merriam-Webster.com, “ergonomics” 85 Whitney Quesenbery, “What Does Usability Mean: Looking Beyond ‘Ease of Use’ “, Proceedings of the 48th Annual Conference, Society for Technical Communication, 2001, retrieved from http://www.wqusability.com/articles/more-than-ease-of-use.html

Forms / Template Design and Development 313 / 345 intended to achieve specified goals with effectiveness, efficiency, and provide satisfaction in a specific context. Jakob Nielsen of the Nielsen Norman Group defines usability86 in terms of 5 quality components: learnability, efficiency, memorability, errors and satisfaction. Applying these usability components to forms is necessary for persons filling the forms (data collection), persons receiving forms (data presentation), and those processing them: Easy to learn – How easy is it for respondents to fill the form the first time they see it and how easy is it for staff users to execute basic tasks on the form the first time they handle it. Efficiency – How quickly the users perform the required tasks once they are familiar with the form. Is the form effective in achieving its intended goals: collecting and transmitting data for a specific purpose? Easy to remember – After a period of time not using the form, how quickly do users regain proficiency in using it again? 86 Jakob Nielsen, “Usability 101: Introduction to Usability,” Nielsen Norman Group, January 3, 2012, retrieved from https://www.nngroup.com/articles/usability-101-introduction-to-usability/.

Forms / Template Design and Development 314 / 345 Errors – Do users make many errors in using the form, how critical are these errors, and how easy is it to fix them? Engaging – How pleasant is it to fill and use the form? Also see − What Does Usability Mean: Looking Beyond ‘Ease of Use’87 − From Ergonomics to Usability88 − Usability89 − ISO 9241-11:201890 To achieve and validate usability, it is necessary to evaluate and test the form products in the environment in which they are used with actual users. 87 Whitney Quesendbery, “What Does Usability Mean: Looking Beyond ‘Ease of Use’ “, Proceedings of the 48th Annual Conference, Society for Technical Communication, 2001, http://www.wqusability.com/articles/more-than-ease-of-use.html 88 Usability Book of Knowledge “From Ergonomics to Usability”, retrieved from http://usabilitybok.org/what- is-usability/ergonomics-to-usability 89 Wikipedia, “Usability” 90 ISO.org, “ISO9241-11:2018 Ergonomics of human-system interaction – Part 11: Usability: Definitions and concepts, 2018-03, https://www.iso.org/standard/63500.html

Forms / Template Design and Development 315 / 345 Data collection – This means testing the form at filling time, at processing time, and confirming the organization is effectively obtaining the required data for its operations. Data presentation – This means testing to be sure that all the form recipients are able to locate and understand the content of the form received and can effectively act upon it. Forms handling and processing – This means testing to ensure that all steps in the business process can be followed and the form is not in conflict with any of them. This means testing to ensure that the desired result of the process is not impeded by the form. Testing is done using draft forms or prototypes, whether in print or electronic, deployed in a testing environment.  Users can test filling the forms.  Users can test acting upon the information received from a form.  Users can determine if they can follow the steps in the business process that are affected by the forms. This allows the forms developer to:  Measure the five usability components.

Forms / Template Design and Development 316 / 345  Collect user feedback.

Forms / Template Design and Development 317 / 345  Discover where improvements are needed.  Test key features of the form, including workflow, data capture and exchange. “Studies of user behavior on the Web find a low tolerance for difficult designs or slow sites. People don’t want to wait. And they don’t want to learn how to use a home page. There’s no such thing as a training class or manual for a Web site. People have to be able to grasp the functioning of the site immediately after scanning the home page – for a few seconds at most. Otherwise, most casual users simply leave the site and browse or shop elsewhere.” 91 It’s easy to leave a website with a difficult design and move to a better one, but when users need to fill out a specific form for a specific purpose or service, they don’t have a choice. They have to use the form, like it or not. A better-designed form, however, taking 91 Nielsen, Jakob; Norman, Donald A. \"Web-Site Usability: Usability On The Web Isn't A Luxury\", 4 December 2018, JND.org, https://jnd.org/usability_is_not_a_luxury/

Forms / Template Design and Development 318 / 345 human factors into consideration, will make the form filling experience more pleasant and less frustrating for users. Although usability became a hot topic for application and web design, it has been a known concern and criteria of Forms Management Programs and forms designers even when forms were mostly produced in print format. It is a well-known factor among Forms Management Programs that better-designed forms and a more pleasant experience result in:  Better brand recognition.  More completed transactions.  More return customers in the case of commercial businesses.  Better reputation for organizations. Usability remains a key objective and design philosophy for any professional Forms Management Program. It should never lose sight of this when developing form solutions. Program staff should always solicit and welcome user feedback. Online, this can easily be encouraged through use of a “Contact us”, “Comments” or “Feedback” feature on the Program’s internet and intranet websites.

Forms / Template Design and Development 319 / 345 FORMS ANALYSIS To ensure usability components are taken into account when developing a form’s solution, the forms analyst needs to meet and involve the different users from the start of a project. This allows for the gathering of every possible detail and particulars of the business process associated with the form. Whether the project is to create a new form or update an existing form, it is useful for the forms analyst to solicit feedback from users on what they think works or does not work when using the form. Frequent users can provide very insightful information on a form’s inner workings. They also know their business and can quickly assess if a feature or position or wording of an information element helps or hinders how they perform their work tasks. If they are processing completed forms, they know which fields are often incomplete or have inappropriate information in them. The forms analyst can obtain meaningful details on how the form is used by performing observational and time and motion studies. The forms analyst watches users in their work environment handle the form. At times, some tasks become so second nature that users may forget to mention them, but they can

Forms / Template Design and Development 320 / 345 be observed. These overlooked tasks may hold the key to usability improvements. This normally occurs during the business process analysis and more in-depth form analysis phase of the project. In the interest of achieving a successful implementation of a usable form, the forms analyst, at the start of a project, determines the need to establish a designated user group. This user group will be engaged to test and evaluate draft forms during the development process, before proceeding with full quality assurance testing. When user testing involves public citizens or clientele, such a user group may be set in partnership with the organization’s Communication or Marketing areas. The business process, requirements, particulars, unique characteristics, process maps are detailed and documented in the requirements and specifications document provided to the forms developer. In addition to specify the standards to adhere to, the user details outlined in this document provide the roadmap to guide the forms developer in producing a form’s solution with usability features. This is to ensure the best possible results (data capture, data presentation, data handling) and most pleasant experience for all users involved.

Forms / Template Design and Development 321 / 345 FORMS DEVELOPMENT Forms developers are not necessarily expert users in the field associated with the form. They must therefore rely on the detailed requirements and specifications documentation they receive to determine the most effective approach to a form solution. Details on user requirements included in the documentation should be explicit enough to guide the developer in producing an effective user-friendly form, regardless of the output format. Form developers also rely on the Forms Style Guide that provides basic form design, layout and development guidelines. The guide is established to support usability best practices and outlines design and development techniques and features most appropriate to support usability. Most forms do not come with an instruction manual to assist users on how to fill or use them. This means most forms must be designed with usability in mind. Form developers rely on their knowledge of graphic design principles, web programming, application development, and understanding of human factors and of intuitive human behavior to adapt their approach to forms design and development for optimal usability. Forms developers ensure usability on forms by:

Forms / Template Design and Development 322 / 345  Assessing the detailed user needs and requirements.  Using a language that is familiar to users and use it consistently throughout the organization’s forms.  Using clear legible fonts in acceptable type size and weight, in mixed upper and lowercase making it easier for users to read the form’s labels, captions, and instructions.  Putting priority emphasis on designated key information elements such as the title of a specific form field noted important for the successful processing of the form.  Arranging the form elements and data fields in logical groupings and sequence allowing space to help the eye navigate through the different elements easily and enough space to enter complete responses.  By including instructions or guides to assist users when filling the form to ensure the correct data is entered in the form fields, helping to minimize errors. Note: A form with relatively few data fields to fill and a lot of instructions usually is an indication of bad design and poor usability.

Forms / Template Design and Development 323 / 345 A well-designed form interacts in a more natural and intuitive way with the user, allowing for the user to rely on past experience and common ways of doing things to navigate a form.  Pre-setting the formatting and display of common data fields such as a date, year, state, country, and specific data fields according to their corresponding database structure and format.  Using field programming or setting field features such as radio buttons, checkboxes and menus to select answers from, calendars to pick dates from, that can be programmed to display, enter and export data in the required format.  Programming workflow events in forms’ action buttons ensuring the flow of the data according to the business process sequence of events and steps until completion.  Ensuring the peripheral equipment used to produce the form or associated to the form during processing is taken into account and their respective specifications applied.  Minimizing errors at every step of the form, be it when it is being filled to capture data, when the data is transmitted, when

Forms / Template Design and Development 324 / 345 the form is handled by staff processing it, when saving and storing the form.  Making it easier for users to fill the form by programmatically downloading existing known user data into form fields, leaving only specific information for the user to enter.  Ensuring errors that do occur are clearly flagged to the user when filling an eform. Clear and intuitive instructions are programmed to appear to guide the user to quickly and easily correct the problem.  Testing and validating the form’s design and usability during development, submitting its draft or prototypes to user groups for feedback. (This is in addition to the established quality assurance process of the final output versions of the form performed before approving deployment.)  Adjusting the form’s design and features following feedback and establishing and progressive iterative process to develop the form.  Programming a confirmation from the user to validate that the data entered is correct and accurate by displaying the data entered in the form before the data is submitted.

Forms / Template Design and Development 325 / 345 This allows the user to validate the information entered, correct it if necessary, before clicking the “Submit” button.  Programming features in the form allowing users to save and print their data or completed form for their records. Developing forms with usability in mind is an asset to organizations. User-friendly forms make it easier for users to enter data and provide users with a more engaging, pleasant tool to perform tasks that would otherwise be a burden, if not downright frustrating. User-friendly forms:  Increase the proportion of forms returned and transmitted with accurate data and minimum errors.  Simplify business process tasks.  Reduce the burden of effort on the part of those users processing completed forms. The resulting benefit is an organization that holds the necessary information to conduct its business.

Forms / Template Design and Development 326 / 345 DATA COLLECTION AND PRESENTATION Given that the primary purpose of a form is to collect, present, communicate and transmit information, applying usability principles to the form’s design according to its output version helps to optimize accurate data entry. When users submit forms with correct information, it allows the business process to quickly proceed to the next step in order to achieve service fulfillment. Forms that are returned with incomplete information or with errors − Require additional validation or extra steps to correct the situation. − Slow the business process. − And ultimately slow the service delivery objective. A well-designed form:  Has form fields laid out and displayed in a logical and intuitive manner.  Is identified by labels in a clear familiar language.  Is programmed to guide the user in entering the data in a preset designated format.

Forms / Template Design and Development 327 / 345  Aims to facilitate data entry, minimize errors and ensure successful data exchange. Usability features for users filling the form aiming to collect accurate data:  Users understand questions written in plain and familiar language, are guided as to how to enter that information and generally respond accurately.  Design, layout and format required by certain standards are applied to ensure successful reading of the data for the process to run smoothly (e.g., postal standards to display addressing information, MICR code location and typeface).  Form fields are displayed in a logical intuitive sequence, include specific instructions or features to help users fill in the information in the desired format (e.g., date format, menu options for month, year or weekday, credit card, use of a calendar to select a date). For example On printed forms, necessary instructions are printed above or next to the form field, at the top or end of a form, before a section (e.g., to be completed by

Forms / Template Design and Development 328 / 345 requestor, reserved for area X only, mail form to (and mailing address), etc.). At times, the requested data entry format is also indicated next to the form field label (e.g., Date (YYYY-MM-DD)) On eforms, instructions do not appear or display as they would on a printed form. You might find: - Some text instruction next to form labels. - Instructions displayed in a pop-up screen or window. - A sample entry for an example of how to enter the data in the form field itself. - Instructions in error messages when data is not entered properly. Also, eforms might be programmed to display only the right set of form fields depending on who is accessing the form or performing actions in certain fields (e.g., approving), and so on.

Forms / Template Design and Development 329 / 345  Form fields on eforms either display clear instructions as to the format in which to enter the information or allow the user to enter the information as they wish and instead are programmed to convert the data in the required format for data exchange.  On eforms, existing data is extracted from related systems and databases to pre-fill form fields with user information. This data should already be accurate and simplify the task of filling the form. When errors are found in existing data, the user has the opportunity to easily correct the information before submitting the form, and at the same time to update it in systems and databases. After the form pre-fills, the user completes only the remaining blank fields.  The sequence of events and process steps are written in text in printed forms or programmed in action buttons on eforms to execute (e.g., This section to be completed by applicant. Send completed forms to functional area X. Save or print the form to keep a record for your file). These instructions provide insight to the user as to how the business process unfolds and what to expect next.  Clear process workflow instructions are included.

Forms / Template Design and Development 330 / 345 On printed forms instructions are found above specific sections of a form and as routing instructions or copy designations at the bottom of the form. Intelligent eforms include programmed workflow instructions that may include completed forms or data field information that is programmed to upload in other designated areas’ systems or databases.  Intelligent features like electronic signatures and automated workflow are included. Instructions are displayed when fields are not completed or incorrectly completed, easing the form filling and submitting process for the user.  When an error occurs, the data entered in other fields is saved or maintained, but not cleared, giving the user the chance to correct the form before submitting it with all fields complete with accurate data.  The user receives a confirmation of forms and data submitted along with a message as to what will come next. This may be further confirmed by a follow-up email. This message normally indicates to the user that data transmission is complete, was successful and service fulfillment is in progress.

Forms / Template Design and Development 331 / 345 Usability form features for users processing the forms.  Scripts and programming are written in the language understood and accepted by the associated technology and equipment.  Form data is entered or programmed to export in the format required by the associated system and database to ensure successful data exchange.  Form fields are mapped to corresponding system or database fields in each field’s respective format structure for successful data exchange.  Actions and events are executed programmatically or via workflow, such as including electronic signatures, automated messages notifying the functional area involved next in handling the form, or saving the form or data in designated directories, systems and databases. For example A submit button: − Launches an e-signature block. − Sends the completed form image to area X.

Forms / Template Design and Development 332 / 345 − Sends the data to system Y’s corresponding data fields that staff in area Y will access in processing the form’s request. This allows staff to quickly be notified they have a task at hand that needs action or to be assigned for action and ensures the form and data are stored in organization records. Such features expedite the business flow and process through automated functions that are much quicker than posted mail or asking for a wet signature, for example. Staff receive a completed form, with the required data and approval (signature) much more quickly and can begin work on the next steps to fulfill service delivery.  Forms operate within the specified technical requirements of applicable peripheral equipment such as barcode readers, printers, and scanners. For example Form data captured in the 2D barcode of a printed form can quickly be updated to a database through the quick scan by a barcode reader. This is far quicker than having a staff person re-enter the data manually in the database.

Forms / Template Design and Development 333 / 345 This feature helps simplify the tasks of staff processing the form. It allows staff to immediately begin processing activities, accelerating the service fulfillment delivery.  Once a form is successfully submitted and received, the organization can reuse the captured and recorded data with programmed workflow functions to send a confirmation to users acknowledging receipt of their form and data. That initial confirmation and follow-up messages sent to notify users of their request’s status or progress are saved on the client record for future reference and work activities.  User tests and trials of forms that merge, capture and exchange data are performed during development. They help validate the form fields’ format and data structure, and that programmed features are successful in extracting, populating, transmitting and exchanging data. Pre-deployment quality assurance testing further serves to validate usability features and successful data exchange. PRINT PRODUCTION Usability may be relatively new to the realm of online applications, systems and the web, but it has been a known concern and

Forms / Template Design and Development 334 / 345 criteria of Forms Management Programs and forms designers for as long as forms have been produced in print format. Since the advent of the web, eforms and online forms, the usability principles and features have expanded to adapt to new technology and to include intelligent automated functions that help users. Given printed forms are still common, those usability principles remain current and still apply to forms development. In fact, there are more since a form printed output can vary depending on the form version. Are we dealing with:  A form that is mass printed?  Or an eform that prints on demand? Their respective output print format might differ. The forms developer determines the print output format based on user needs and requirements as well as the equipment used to output the print format of each form version. For example A mass printed form may be printed in two colors with screened areas, all on one page. While the eform output may only be in one color (black), with no screened areas and print on more than one page.

Forms / Template Design and Development 335 / 345 In all print cases, the forms developer applies good design and layout standards, guidelines, conventions and features that are user-friendly and conducive to positive response from users. These are found in the Forms Style Guide. Manufactured forms The forms developer:  Arranges the form elements and data fields in logical groupings and sequence allowing space to help the eye navigate through the different elements easily and enough space to enter complete responses on the form.  Uses a familiar legible common typeface and adequate type size for users to read the labels, instructions and questions requiring their input.  Includes instructions or input format guides to assist users when filling the form to ensure the correct data is entered in the form fields, helping to minimize errors.  Considers how the user will manipulate the form.

Forms / Template Design and Development 336 / 345 For example − Look for information elements that need to be highlighted for quick visual pickup by the user or staff processing the information on the form. − Apply design features such as a bigger typeface, different ink color, and bold weight, to attract the reader’s attention to this element upon laying eyes on the form. For example In the case of a self-mailer: − Look for the easiest method for the addressee to open the envelope. − Ensure perforations tear easily without damaging the form and information contained inside. − Include visual cues or instructions to guide users as to how to open the envelope (e.g., arrows in the correct tear direction, a message like “open here” or “tear here”).

Forms / Template Design and Development 337 / 345  Include relevant features to support processing activities, such as:  Barcodes (e.g., for a unique sequential or reference number that is captured and recorded by staff once received).  2D barcodes (e.g., to capture data entered on the form for data upload to a database when scanned).  Workflow instructions (e.g., identify who is to keep what copy of the form, or instructions as to where to return the completed form).  Determine the construction product based on the planned use and estimated life expectancy of the form. For example − A completed and signed contract form on file is required to be available for 30 years. In its print specifications, the developer asks the form be printed on recycled archival quality paper using ink and an offset print method rather than high-speed laser printing. This is to ensure the form print durability on record and that its print content will remain visible and readable in 30 years.

Forms / Template Design and Development 338 / 345 − But, it may be satisfactory to print a letter or form mailed out once to notify clients using standard bond or copier grade paper on local or high-speed laser printers. The letter content and its information are required for a short time and the form is not expected to survive or be necessary in future years. − All envelopes and any form that uses an envelope are designed keeping in mind postal standards such as displaying addressee information, the size, weight and thickness of the mail product to ensure successful automated mail processing, minimizing mail rejections and manual interventions from the postal service.  Request the appropriate print quality level to ensure the form achieves its intended purpose. For example For barcodes to be efficient, they must be printed in a very sharp and clear output in order for the scanner to read and capture the data contained in it. Not all printers can produce such a clear output.

Forms / Template Design and Development 339 / 345 − When mass printed, the forms developer requires the forms be printed on offset presses with printed ink or on laser printers for data merge printing. − When printed one-off, thermal transfer printers create clear, sharp images. − Barcodes printed on ink jet printers smudge and unless the barcode is enlarged in size, it will not print clearly on low-resolution printers, the reader unable to scan the data. For best contrast for readers to scan the data, the background of the form should be white and the barcode black.  Position form fields with merged data for accurate display of the information on the form. This is particularly useful when form print runs require data merge for mailouts. Data mappings and data merges allow organizations to use one form or template to quickly send a message to multiple users at once.  Test the quality of the delivered form to ensure it works as it is supposed to.

Forms / Template Design and Development 340 / 345 For example A form is printed using 3-part carbonless paper. To be efficient in business operations, all 3 copies of the form need to display the entered information clearly. The forms developer or forms technician tests the readability of the form to validate its effectiveness. This is done by entering data into the form fields of printed sample forms. − If the written data transfers correctly on all copies, the form can be accepted and received. − If the written data doesn’t transfer correctly, the form is not usable for its business purpose and therefore not receivable.  Specify binding and packaging based on known or estimated common usage and packaging standards and conventions. The forms developer assesses how users handle the form in their workplace to determine the most efficient binding and packaging. For example The organization’s letterhead is used both by areas that output many letters in a day and other areas that output few. The forms developer or forms technician examines

Forms / Template Design and Development 341 / 345 usage statistics overall to determine the best packaging approach. The letterheads could be packaged: − In 500 sheets. − Or, to accommodate those users that need fewer, group the letterheads in bands of 50 sheets first and then package them 10 bands per package for a total of 500 sheets per package. This allows users to obtain as few as fifty letterheads for their needs and those areas using more can easily receive the full package Forms printed locally or on the network  When printing forms on demand on local or network printers, forms developers need to include the required print configuration for printing to execute successfully. For public forms, developers need to consider the most universal print options available to users.  When printing eforms or online application screens, the forms developer considers how to print the form elements and the form data entered: use the same single page format of the

Forms / Template Design and Development 342 / 345 printed version or create a new display layout version of the collected data with the form.  The correct ink colors and color systems are applied to the form to ensure accurate color output supporting form design and usability of the print version.  Requirements or specifications of peripheral equipment used with the form are taken into account (e.g., sorting and mail inserting machine, barcode scanner, optical character reader, mail sorters). For example When programming printing parameters of eforms and online forms with a barcode, the forms developer ensures the print output resolution is above 600 dpi for a clear readable barcode output.  Include specific printing instructions in eforms or templates’ print parameters or as messages, or program the print function for a specific print requirement. For example A form letter needs to always print on the organization’s letterhead. The network printer normally has standard white paper. The form is programmed to print manually,

Forms / Template Design and Development 343 / 345 allowing the user time to add letterhead stationery to the printer. TECHNOLOGY Technology and forms development software now have many features that improve usability for those filling the forms, for those processing them and for organizations using the data collected on forms. Features such as:  The forms software allows the creation and deployment of forms in multiple output versions in different media, allowing the organization to reach most of its clients and users. The users can choose the media that best suits them, and the processing staff are equipped with the necessary tools to process every output version.  Extracting existing data from systems and databases allow eforms to be pre-filled with user information. This means users can quickly check their personal information presented on the form and quickly finish filling the form fields asking for additional information relevant to that form’s purpose.  The technology and forms software allow the forms developers to customize data fields to geographical areas settings,

Forms / Template Design and Development 344 / 345 displaying the data in a familiar manner for users (e.g., date, time, page setup and sizes, etc.)  Programmed form fields guide users when filling the form. They ensure the data can be entered, displayed, exchanged, extracted or exported in the correct data format for processing and system use within the organization.  Scripts and programming that can be added to form fields or action buttons help accelerate the business process events and tasks, especially when form data is electronically uploaded to systems databases and the form sent by workflow for processing. These features make it easier for users to fill the forms, increase the accuracy of the data they enter, reduces the burden of effort on the part of processing staff needing less time to validate the data received. Processing staff can now proceed more quickly to the heart of the form request and expedite service fulfillment. After forms are filled, received and service fulfillment completed, the organization, using the data stored and the support of its Information Technology area, can leverage its technology to provide key reports on its activities.

Forms / Template Design and Development 345 / 345 PROGRAM MANAGEMENT Given the ever-increasing awareness of usability in the development of forms, it is essential the head of the Forms Management Program stress its importance to Program staff, and particularly to forms developers. The Program head also needs to ensure its staff obtain the necessary training in usability and how to best apply it to form products. It could be via books, training sessions, conferences, online classes or reference material such as newsletters. There are different types of usability testing and each has its purpose. For example • Accessibility testing. • Sequence tabbing order, business rules and workflow. • Grammar, spell check and plain language. • Observational testing. Whatever the means, it is essential Program staff keep up-to-date on the latest usability developments and trends. Ensuring usability testing is performed on forms is critical.

Forms/Template Design and Development

Forms/Template Design and Development 2 / 349 Accessibility The Forms Management Program staff knows and applies applicable legislation, regulations and policies within the relevant jurisdiction and organization regarding designing and constructing a form to make it accessible (usable) to persons with disabilities such as visual or hearing impairments, learning disorders or illiteracy. This process employs design techniques that, coupled with the use of assistive technology such as Braille, screen readers, enhanced display devices, audio devices, and more, enable users with disabilities to interact with the form.

Forms/Template Design and Development 3 / 349 Accessibility FUNDAMENTALS Wikipedia gives a very good definition of accessibility: “Accessibility refers to the design of products, devices, services, or environments for people who experience disabilities. The concept of accessible design and practice of accessible development ensures both ‘direct access’ (i.e. unassisted) and ‘indirect access’ meaning compatibility with a person’s assistive technology (for example, computer screen readers).1” We have become accustomed to wheelchair ramps for building access, Braille signage, voice-activated messages at street corners or to announce the next subway stop, television shows or films with described video (DV), and others. These are all accessibility features implemented to help persons with disabilities gain access to buildings, better navigate their environment at home and work place, facilitate access to education, better 1 Wikipedia, “Accessibility”

Forms/Template Design and Development 4 / 349 services or recreation activities, and ultimately improve their environment and life in general. Accessibility2 was deemed so important that many countries enacted legislation requiring physical access and accommodations be made for persons with disabilities. Legislation can be found at the federal, state, provincial and local level. Accessible forms may be a legislated requirement. For private organizations, accessible forms are an organization level decision that is frequently supported by a policy at the organization level. Accessibility legislation and/or organization’s policy is implemented by the Forms Management Program. With respect to forms and template design, especially eforms and online applications, accessibility refers to design practices that ensure forms are developed in a way that all users, including those with disabilities, can interact with them, access their information and functionality. Also see − Making the Web Accessible3 2 Wikipedia, “Accessibility” https://en.wikipedia.org/wiki/Accessibility 3 W3C.org, “Making the Web Accessible”, Web Accessibility Initiative

Forms/Template Design and Development 5 / 349 − Finding Your WAI (“way”) to New Web Accessibility Resources4 − Web Content Accessibility Guidelines (WCAG) 2.25 − What is Braille?6 Technology has enabled much accessibility innovation and improvements through the use of software features such as:  Text-to-speech software allows visually impaired users to access information such as text, field labels and captions as well as images through the use of textual equivalents, often called “alternate text.” Also see − Alternate Text (Alt Text)7 − Writing effective Alt text8 − What is Alt Text: Definition and Tips9 4 W3C.org, “Finding Your WAI (“way”) to New Web Accessibility Resources”, Web Accessibility Initiative 5 W3C.org, “Web Content Accessibility Guidelines (WCAG) 2.2, W3C Working Draft 11 August 2020 6 AFB American Foundation for the Blind, “What is Braille” 7 Techopedia, “Alternate Text (Alt Text)” 8 University of Leicester, “Writing effective Alt text” 9 SendPulse, “What is Alt Text: Definition and Tips”