BFMA Forms Management Book of Knowledge - Sec 1 and 2

Forms/Template Design and Development 106 / 349  Include word edits and vocabulary changes to comply with plain language guidelines or agreed terms standardized in the organization for consistency.  Not indicate form elements removed when deemed unnecessary or not justified for the intended purpose.  Include new form elements or added information agreed to by the client following discussions with the forms analyst. In no way should these changes or edits negatively affect the understanding or outcome of the information requested on the form for its intended purpose. Most changes or edits serve to:  Refine the form quality by asking the right information.  Clarify the form field labels or questions with standard vocabulary.  Apply good graphic design principles.  Produce a more usable form. At this stage, the client and stakeholders have approved the form solution option and are asked to approve the requirements and specifications document before it is forwarded to the forms developer.

Forms/Template Design and Development 107 / 349 The forms developer:  Ensures the forms development tool is used, keeping in mind the client needs, the audience’s ability to access the form, and the delivery channel.  Determines the best logical sequence for the forms elements.  May apply existing designs and layouts preset with common information elements and known features found on many forms for consistency.  Applies logos, images and applicable standards.  Rearranges the spacing to ensure users have enough space to respond.  Applies required legal disclaimers, etc. This explains why a form rarely ends up looking like the client’s draft. Form owners and clients are responsible to provide details on  The content information they need and their intent. The Forms Management Program is responsible to  Ensure the form owner or client obtains this information via a usable, effective and efficient form: the container.

Forms/Template Design and Development 108 / 349 The following remain under the responsibility of the Forms Management Program:  How the required content information is laid out.  How display labels and captions are written and displayed.  How certain questions are formulated or adapted to use intelligent features (e.g., drop down menus, lists, etc.). This is to ensure the form:  Is professionally designed.  Is clear, easy to read and understand.  Will work when used with other equipment such as mail processing or databases.  Will obtain positive and accurate responses for the client. Also, the head of the Forms Management Program ensures organizational forms are professionally written, grammatically correct and without spelling errors. The organization’s reputation and operations depend on this. The Program head sees to it that Program staff have access to professional resources to check, review, proofread and edit, if necessary, forms content information during the form’s development process. This ensures the content is correctly and

Forms/Template Design and Development 109 / 349 professionally written while complying with the need for plain language, clear labels and captions that can fit in forms’ limited space. FORMS DEVELOPMENT The forms developer receives the approved requirements and specifications document along with the client’s draft form and any other relevant reference material to assist in the design and development of the form. The forms developer:  Lays out the form elements in the most logical and intuitive sequence.  Applies all applicable:  Design standards.  Display conventions.  Logos.  Document security classification designations.  Legal disclaimers. … and others.

Forms/Template Design and Development 110 / 349 This is often achieved by reusing existing form objects and models or existing forms and templates that are already set and programmed with:  The correct pre-approved vocabulary.  Associated accessibility features.  Data exchange scripts.  Intelligent features. … and more. This usually results in the form looking different from the draft form proposed by the client. However, over the course of the forms development, meetings and discussions regularly occur between the forms developer, forms analyst and all interested parties. This is to evaluate the proposed form design and to determine exactly which form elements, captions, instructions, etc. are needed on the form and in what sequence and grouping. Determining this prior to any design work reduces the number of drafts and iterations required. At first, the forms developer may propose various draft forms showing different possibilities and feature options. An iterative design process allows:

Forms/Template Design and Development 111 / 349  The forms developer to demonstrate in detail the features, functionality and reason for a given form design to interested parties.  Interested parties to actively provide feedback during the development of form and witness the functionality of automated features.  Interested parties to participate in the selection of the design option that best suits their business and handling processes. Once the design option is narrowed down and determined, the forms developer obtains client and stakeholders’ approval of its content and design before finalizing the form. The resulting form design following an iterative design process and a consultative process contributes to:  Increased client and user satisfaction.  User support and collaboration during testing and quality assurance phases.  Better receptiveness at deployment time.  Better interoperability between the form, handling processes, systems and databases, as applicable.

Forms/Template Design and Development 112 / 349 The developer and interested parties continue working to refine the form until satisfied and ready to proceed to the next phases:  Proofreading, followed by  Testing and quality assurance. Once satisfied a final version has been realized and test results satisfactory, the forms developer finalizes the form source file and generates the different output file formats necessary for the deployment of the form’s output versions. Each output version needs that a final review and proofreading be performed to ensure no typos, spelling or grammar errors remain, or that important form elements are missing, such as a document designation or a disclaimer. Designated staff (e.g., a Communications area editor or writer, dedicated qualified forms Program staff) performs this final review and proofreading of the form. The forms developer applies any corrections returned, updates the source file and generates the different output file formats. Following the final review, the forms developer submits the final form versions for testing and quality assurance. Functional errors

Forms/Template Design and Development 113 / 349 and corrections reported are made to the source file and output files during this phase until tests results are successful. With successful test results in hand, the developer submits the latest and final editions of each form output version for the client and stakeholders to review the content and approve of each form output design and format. Samples of each output version and quality assurance test results are included in the approval package. As well, when eforms or templates generate several different instances, it may be necessary to attach each distinct instance or screen for stakeholders to review and approve all instances. It is important to note here that final approval at this point is more a matter of formality. The business case, form solution, content and design as well as the requirements and specifications documents were approved earlier in the course of the project. A request for final approval:  Is NOT an opportunity for clients and stakeholders to request substantial changes requiring new programming. These should have been noted earlier in the development process.

Forms/Template Design and Development 114 / 349  It is, however, one last chance to correct a missed typo, or missed element that should appear or add an important message. Such minor edits are corrected while more substantial changes will require a new form project request and wait until the next edition.

Forms/Template Design and Development 115 / 349 Once the final approvals are received:  Approvals are stored and archived in the form history record.  The approved source file is stored in its designated directory or electronic document system.  The forms developer can now proceed with the deployment of the form and notify staff and users. TECHNOLOGY Tools that forms developers use are either form-specific or general tools that were created for uses other than forms development. Far too often, forms developers are forced to use tools that are simply not adequate. These inadequate tools do not have the productivity and form-specific options that are needed for high volumes. They frequently are missing features that can be essential to forms development, such as automatically generating basic scripts, or performing calculations, etc. Design software can be categorized into six groups: 1. Desktop forms development tools. 2. Document creation tools. 3. Workflow development tools.

Forms/Template Design and Development 116 / 349 4. Code-based development tools. 5. Web authoring tools. 6. High-end forms development tools. Desktop forms development tools Specialized design software for forms development contains features for developing all kinds of forms, from paper to electronic. They include:  A robust graphic design tool with precise control over:  Page setup.  Placement.  Alignment.  Font control and properties.  Print configuration.  The ability to create data fields paired with multiple programming options to add intelligent features and actions, data mapping and workflow functions. This type of software is used by professional forms developers, usually within the Forms Management Program area. Desktop

Forms/Template Design and Development 117 / 349 forms development software usually requires a short training period but then can take months of regular use to master all the capabilities. The software:  Can output the source file in several different formats, including: EPS PostScript HTML PDF … and more.  Include robust mapping tools for developing sophisticated electronic forms which may include a workflow component. In days past, there were more than 30 software companies for these types of products. Today, there are just a handful remaining, including: OneForm Designer Plus (Amgraf, Inc.) Visual eForms Designer (Cerenade) LiquidOffice (OpenText) Adobe Experience Manager (Adobe Inc.)

Forms/Template Design and Development 118 / 349 Document creation tools There are quite a few software tools that support some forms development capability, but they generally:  Have limited options.  Can be cumbersome to use.  Don’t support very many output options. These tools are primarily document creation tools available through a suite of office products. These tools are usually deployed organization-wide, and because they come bundled with other tools, forms developers are frequently forced to use these less-than-adequate tools. Examples include: MS Word (Microsoft Corp.) WordPerfect (Corel) (See the list of word processors39) This type software is a good choice for developing correspondence, memo or report style forms and templates with a lot of unstructured data. 39 Wikipedia, “List of word processors”

Forms/Template Design and Development 119 / 349 Since the tool is available to all staff of an organization, users do create templates for their own use. For templates intended for the use organization-wide, it is recommended they be developed by the Forms Management Program for increased efficiency in design and functionality. This type of software is NOT a good choice for forms professionals that develop structured data forms with: − Data fields. − Specific functionality. − Business rules, workflow and signature requirements. − Data exchange with systems, applications and databases. Graphic design and publishing areas/organizations also use graphic design and publishing software to create forms. Examples include: InDesign (Adobe Inc.) QuarkXPress (Quark, Inc.) Acrobat (Adobe Inc.)

Forms/Template Design and Development 120 / 349 Forms professionals develop a wide variety of form types with varying levels of functionality adapted to specific business needs and requirements. To achieve this, forms developers in a Forms Management Program require more capabilities from a forms development software than what is available in a document creation software. Workflow development tools This software enables the creation of automated workflows to integrate forms with the workflow process. Some workflow development tools contain a form development component. These products allow creation of the form within the tool so that the form and the electronic workflow are seamlessly integrated. Examples include products from: Nintex SmartCommunications HCL Code-based design tools Code-based design tools support code development and may or may not have a graphical interface. They are typically limited in functionality for robust forms development.

Forms/Template Design and Development 121 / 349 With the growth of web forms, these tools are becoming more widely used. A web form is code driven, can be written in any programming or scripting language, opened from a script file, and displayed within a browser. Examples include: HTML editors Elixir (Elixir Technologies) ASP.net (Microsoft Corp.) Web authoring40 tools Web authoring tools allow for the creation of websites and webpages and are sometimes used to develop forms. This tool is used occasionally within a Forms Management Program area to create web forms. It isn’t very useful for other kinds of forms. Examples include: − Adobe Dreamweaver (Adobe, Inc.) − Expression Web Designer (Microsoft Corp.) − HomeSite (Macromedia). 40 Techopedia, “Web authoring”, last updated August 23, 2016

Forms/Template Design and Development 122 / 349 High-end tools These high-end tools are used by dedicated professional designers who have a heavy workload and need extreme precision, such as in the composition and pre-press departments for forms manufacturers. These professional tools:  Contain features that support all types of form containers.  Allow precise control over placement, alignment, font control, etc.  Can create security features such as:  Pantographs.  Void pantographs.  Holograms … and much more. Because they are developed specifically for forms, these tools can be quite complex and generally have a fairly long learning curve. In days past, there were several companies for these types of products, but now the only one remaining is Mecca 2000 (Amgraf Inc.).

Forms/Template Design and Development 123 / 349 A variety of forms development tools are needed to support the different deployment and delivery channels required by the client. All forms must be accessible by those using them. Forms created for internal use by the organization may use tools that require licenses, since that is fully under the control of the organization. On the other hand, because the organization cannot control the user environment outside the organization, electronic forms are often created using code-based tools so they can be deployed via the browser or application.

Forms/Template Design and Development 124 / 349 Knowledge of electronic features during development How electronic features are applied affects how the form works and behaves, how the user or other actors in the business process (e.g., systems, databases, peripherals) interact with it. Electronic features include:  Field help.  Masks.  Formatting.  Data object type.  Buttons.  Menus.  Ribbons.  Actions.  Macros and scripting.  Tabbing order.  Dynamic form, responsive form.  Information suppression.

 Interface formatting. Forms/Template Design and Development  Access rights and permissions. 125 / 349  Accessibility.  Data source and output. The government of the United Kingdom has done extensive  Data submission and data exchange. research, development and … and more. communication of standards and best practice for FUNDAMENTALS government webpages in HTML, including forms. In addition to allow for custom script programming, forms Components development software also include a vast collection of pre-set are features such as and preprogrammed native intelligent features. It is essential the Forms Management Program staff be aware of them since − Checkboxes how they are applied to a form’s design affects its working − Radio buttons functionality and behavior. For example Based on the client’s decision and organizational policy, certain types of forms are not allowed to print. This means that for that group of forms, the forms developer needs access rights to be able to disallow the print option from the software File menu, Toolbar and keyboard Shortcuts.

Forms/Template Design and Development 126 / 349 On the other hand, when saved using the Save button, it has been programmed to automatically save in a designated organization directory according to a pre-determined filenaming convention to uniquely identify each completed and submitted form. The Save button already includes the software’s basic script to execute the save function. The forms developer adds additional parameters to the script, such as the directory path and how to generate filenames according to the set convention. It may also provide the option to allow the user to save a local copy. Some electronic features contribute to produce a form intended to meet a client’s business needs, such as:  Programmable action buttons.  Field help.  Drop down menus.  Pre-determined display formats.  Accessibility features.  Macros to custom program event actions. … and others.

Forms/Template Design and Development 127 / 349 Such features facilitate the forms developer’s programming and development effort by providing standard scripts that can easily be adapted. Each electronic feature has its pros and cons. Each feature is assessed during the form’s design analysis and forms development phases to ensure the appropriate ones are applied in light of the form’s specific requirements, intended purpose and audience. For example − A client’s draft may illustrate checkboxes. − But the form software includes a ready-made pre-set drop-down menu for the same data element. − Given the drop-down menu takes less space on the form, it usually is favored over checkboxes or radio buttons. A dynamic form modifies itself as it is being rendered based on answers provided by the person filling the form. Answers in the first part of the form determine what questions need to be answered next, and so on. The form changes and adapts based on the context of the answers provided. Using electronic features help users:  Navigate the form.

Forms/Template Design and Development 128 / 349  Enter required information accurately in the correct format.  Validate data entered.  Confirm action or event status. Programmed fields and action buttons using data mapping or workflow events see that the information is transmitted to the designated organization areas, partners, systems or databases. Overall, electronic features contribute to minimize the chance for data and processing errors while accelerating the form filling process and service delivery. Also see − Listboxes vs. Dropdown Lists41 FORMS ANALYSIS When performing more detailed analysis of a form’s project, being aware of electronic features that can be applied to a form allows the forms analyst to ask for more pointed details. The better the details are on specific form elements, the clearer the 41 Anna Kaley, “Listboxes vs. Dropdown Lists”, Nielsen Norman Group, April 12, 2020, https://www.nngroup.com/articles/listbox-dropdown/?utm_source=Alertbox&utm_campaign=ef1610b39a- RemoteUTest_ListboxesDropdown_Retros_20200413&utm_medium=email&utm_term=0_7f29a2b335- ef1610b39a-40332257

Forms/Template Design and Development 129 / 349 requirements and specifications document is for the forms developer. Providing detailed instructions reduces the amount of clarifications the forms developer may need to obtain from interested parties to finalize the functionality of a form’s element or form overall. For example • A form field asks users what brought them to their organization for services. • Fifteen (15) reasons are given as possible answers. • The forms analyst can specifically ask the form client and stakeholders if − They wish to receive only one answer or more. − There is a default answer that they are aware of most often provided by respondents? Based on feedback, the forms analyst can specify that for this data field: • There are 15 options, of which option X is to be selected and displayed as the default answer. • That a maximum of Y options will be accepted.

Forms/Template Design and Development 130 / 349 The above set of details is far more instructive to the forms developer than just the list of 15 possible answer options. General staff members are not always abreast of the latest technology tools and features that can be applied to or associated with forms. Understanding electronic features means that the forms analyst can advise the client and stakeholders on possible functionality or options and respond to more elaborate questions. For example In going over each form element with interested parties: • A person may enquire if the form can automatically be saved and sent to area X. • The forms analyst can reply and offer to show examples of other forms that achieve this. • The analyst indicates that for the forms developer to apply this functionality, the client needs to provide specific details such as: − The directory path or system name the completed forms are to be saved in. − The filenaming convention they want.

Forms/Template Design and Development 131 / 349 − The name of the functional area and its network group name or generic email address so that completed forms can be programmed for automatic delivery. − The database name that will receive the data. − Exactly which data fields on the form need to be captured? The forms analyst can also inform interested parties of what features or functionality is not available in form output format X vs output Y or Z. Explanations on the differences and reasons, such as possible technical constraints or security reasons, are given. The forms analyst finalizes the requirements and specifications document with as much details as possible to assist the forms developer. Although the forms analyst recommends the use of a specific feature, this is not to say the forms developer automatically applies it. The forms developer may suggest better features and options that will serve the client’s business needs even better.

Forms/Template Design and Development 132 / 349 Discussions between the forms analyst, forms developer and interested parties continue over the course of the form’s development phase. FORMS DEVELOPMENT The forms developer analyzes:  The requirements and specifications document.  The client’s draft form.  Supporting documentation. Based on the information provided, the forms developer determines what electronic features to apply to maximize the form’s functionality for users filling the form and to increase the form’s effectiveness during its handling and processing once completed. Different electronic features are applied at different stages of the form’s process to meet the needs of different audiences or actors:  Those that fill the form.  Those that handle, transit or process the form.  Those who make decisions from the information captured as part of their work.

Forms/Template Design and Development 133 / 349 For example • A form presented to a user displays information such as its family name, given name, address, telephone number and email downloaded from an existing database. • A button gives two choices with checkboxes: − “Contact information correct” and − “Modify contact information”. If still correct, the user clicks the box “Contact information correct” and proceeds to fill the other required data fields. If the information is incorrect, the user clicks on the “Modify contact information” button to update, proceeds with changing the required contact information and then continues filling the rest of the form. • Once finished, the user clicks on the “Submit” button, which automatically routes the form to the area designated to check the form and transmits the data to a designated system’s database.

Forms/Template Design and Development 134 / 349 • In the case of updated user information, the button’s script: − Returns the corrected data to update the system. − Gives the user the option to save or print the form. − Triggers an automatic system confirmation to the user that the form request was successfully submitted and received. • When the designated area receives the completed form, it may appear as an assigned task or in an email listed in a set priority for staff to action. • Once opened, the task may launch the completed form where staff may also need to enter data in specific fields as part of their work activities in the given business process. • These activities could include recommending or not recommending the request. Their section of the form displays buttons that read − “Recommended” − “Not recommended”.

Forms/Template Design and Development 135 / 349 These buttons have programmed features and actions different from those found on the user’s section of the form. The “Recommended” button is programmed to notify approving authorities that: - The form request was reviewed. - User information was checked. - Based on information received, the form request should be approved to proceed. - The action button sends the required set of data to the system’s database and turns on the “Recommended” field and routes the recommended form as a task for the approval authority to action. The “Not recommended” button indicates to the approval authority that: - Upon verification, the user does not qualify and is not to be approved. - The staff agent selects the reason listed in a new action window opened by clicking on the

Forms/Template Design and Development 136 / 349 “Not recommended” button or specifies a different reason. - The action button sends the required set of data to the system’s database and turns on the “Not recommended” field and routes the recommended form as a task for the approval authority to action. The “Approved” button is programmed to electronically: - Notify other areas that the form request is approved and programmatically turns on the approved field in the system’s database. - Send an electronic task requesting that letter 123 be sent to the user. - To do this, it captures a predefined set of existing user data and logs it into a specific datafile which is transferred weekly to a print service provider that merges the data to a standard approval letter template, prints the letters and mails them. A similar scenario occurs when the “Rejected” button is activated, only this time:

Forms/Template Design and Development 137 / 349 - The approval authority checks the reason given for rejection first. - This specific reason is added information included in the datafile and ultimately merged to the standard reject letter 234 with the user data to be bulk printed that week. - The button’s script also turns on the “Rejected” field in the system’s database to record the decision. The above example and scenario is one in an infinite list of possibilities that can be enabled in forms using electronic features and script programming. TECHNOLOGY Forms development software continues to evolve and provide innovative electronic features, which makes the development of intelligent and dynamic forms easier. Features that include standard preset scripts assist the forms developers who only need to adapt the programming to their organization’s business context. When native features can’t be found in the software, developers can program custom ones and add them to the forms object library.

Forms/Template Design and Development 138 / 349 For example Key features in forms development software include: • Access to common software programming languages that allow communication and interoperability with other systems, applications, software. • Access to system database schemas to exchange data between forms, applications, systems and databases. − This allows data to be extracted from systems to pre-fill forms making the form filling easier for the user. − It enables the uploading of collected data on completed forms to systems and databases, accelerating the business process’ next steps. • Tabbing order function that allows developers to direct users into following the logical sequence to fill out the form. • Validation actions can be included to ensure accuracy of data and that all required fields are completed. This ensures the user submits a complete form without errors and in the correct format to be transmitted.

Forms/Template Design and Development 139 / 349 • The ability to customize data fields to geographical areas settings, displaying the data in a familiar language and manner for users (e.g., date, time, page setup and sizes, etc.). This allows the form to contextually adapt to wherever users are in the world filling the form. • Intuitive and familiar objects like menus with lists to select from, calendars for users to pick a date, checkboxes or radio buttons, can be programmed for specific actions. They are natural and user-friendly for users, and help ensure the data entered is in the correct data format to promote the accuracy of responses. • Accessibility features that enable persons with disabilities to access and read or “hear” the form. • The ability to create dynamic forms that display to users only the required form sections they need to fill based on responses provided earlier. • The ability to create responsive forms that adapt their display to the device used, such as PC and mobile. • The ability to apply access rights to allow or disallow access to forms sections of forms, or to perform

Forms/Template Design and Development 140 / 349 actions on a form. This is also useful to determine what type of access is granted: − Is access denied (can’t even see the form). − Which users get to view the form (read access only). − Which users get to access the form to fill it (read and launch the form, with modify, save and possibly delete rights of forms created). • Access to the software operating system or ribbon to activate or deactivate desktop functions, such as Save, Save As, Print, change the security features, etc. • The ability to lock the form’s design and content disallowing users to modify form content, labels, title, captions, instructions, etc. ensuring the form’s integrity. (Note: this is more of a challenge in a word processing software.) • The ability to create forms library objects, components and form sections with form elements, data fields, features and programming included. This allows the forms developer to benefit from existing form objects that act as models, making the form’s

Forms/Template Design and Development 141 / 349 development task easier and quicker to achieve by reusing existing objects. Electronic 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.  Allow processing staff to proceed more quickly to the heart of the form request and expedite service fulfillment.

Forms/Template Design and Development 142 / 349 Testing and quality management Thorough testing of forms is performed before deployment to ensure the form is functioning to the form owner’s satisfaction. Testing generally covers:  Content clarity and accuracy.  Functionality.  Usability.  Accessibility.  Data exchange.  Performance in all workflows. There exist different testing scenarios. They can vary depending on the form’s complexity and size of the organization. As a rule,  The forms developer performs tests during the development phase to validate features, functions and scripts as the form evolves.  More formal and thorough tests are performed by the testing and quality management area in Information Technology.

Forms/Template Design and Development 143 / 349  User acceptance testing (by users, form owner, training areas) is performed to ensure the form is functioning to the stakeholders’ satisfaction. FUNDAMENTALS The testing of every form’s planned output format is essential to ensure it is working as intended. The client, form owner, stakeholders and the organization want to be satisfied that the form meets their business needs. To achieve this, the Forms Management Program establishes criteria to test and assure quality of their different form products. These could differ based on the type of form output, form and project complexity, and size of the organization. For example • The quality assurance process of manufactured forms is different from that used for electronic forms with data exchange and workflow procedures. • The quality process of a single image manufactured form differs from a form with variable data printing at high speed, merging data at print time.

Forms/Template Design and Development 144 / 349 • The management of a testing process for a single eform differs from a large-scale organizational project affecting hundreds of forms. • Performing testing and quality assurance of simple printed forms may be achieved by reviewing a printer’s proof. • Performing testing and quality assurance of complex manufactured forms may require: − A construction sample, the testing of specific actions (e.g., rip and detach a return portion of a self-mailer, test the adhesive of folding flaps). − A test phase during which the different actions performed when using or processing the form are executed. • Performing testing and quality assurance of forms with variable data printing require the use of a data file with test data. − This is to test the merging function and ensure the test data correctly map and print to the correct form fields. − This requires that a data file be created in the same data file format the print provider would normally

Forms/Template Design and Development 145 / 349 receive and have access to databases with test clients and data. − Testing continues until results are satisfactory and no errors occur in the printing of the data. • Testing intelligent or dynamic eforms that include many electronic features, programmed scripts, action buttons, workflow events and complex data exchange usually require test plans or test scripts where the sequence of events is listed line by line. This means: − A document is prepared describing every event, sequence and feature included in the form. − Each action or event is described and details expected behavior, result and outcome. − This allows the testers to know what to expect when testing the form and to report in detail on the success or failure of each action. − The detailed test results provide insight as to what element, feature or script requires fixing. − Testing is repeated until all features and functionality is successful.

Forms/Template Design and Development 146 / 349 Larger organizational projects may require different approaches for testing. The project plan may break down testing by groups of forms and provide a testing and quality management methodology globally by group. Larger organizations likely have an area within their Information Technology area mandated to perform testing and quality management of all software related releases, including: − Software upgrades and updates. − Web applications. − Systems. − Eforms and templates. Smaller organizations may rely on a designated technical team or a contracted service provider for their testing and quality management. It is critical the Forms Management Program, in collaboration with the Information Technology area, Web Services and partner areas, agree on a testing and quality management procedure and environment to address various form deployment scenarios and outline what is expected of each testing party. Larger scale

Forms/Template Design and Development 147 / 349 organizational projects are assessed separately and testing plans developed on a project-by-project basis. This is to ensure everyone’s role in testing and quality management, project timelines, and service deliverables are understood. Once established, it should be included in the Forms Program Manual and communicated to the organization for information. Ideally, this should provide insight as to the reason and necessity for testing and quality management of forms and outline the testing procedures by type of form product with diagrams. These should be accessible from the Forms Management Program website. Problems or issues discovered during testing are discussed between the forms analyst, forms developer, client and stakeholders for resolution, if necessary. As a rule, test results are shared with the form owner, client, and stakeholders and are attached to approval requests as supporting documentation and proof of successful outcome. It is also important to define who will be responsible for approving proofs and test results. Generally, printers’ proofs would normally fall under the responsibility of the Forms Management Program staff. Test results of more complex

Forms/Template Design and Development 148 / 349 electronic forms and templates that interoperate with systems and databases may require the approval of other organization authorities. These may be discussed over the course of the form’s development phase. It is important to note that the testing environment needs to be isolated and separate from the production environment. This way, forms are tested and allow problems to occur, some of which could affect the operating system, even cause it to crash. An isolated testing environment ensures proper testing is performed without affecting normal work activities or interfering with the operations of the production environment. There are different levels of testing, as these examples illustrate. Simple forms with a smaller user base are often tested as soon as they are ready. The Forms Management Program may invite a few users to test the form on one of their desktops or direct them to a designated testing area. Users are given instructions or test scripts to follow when testing and to report results. If more extensive testing is needed, the Program solicits help from other functional areas. The Forms Management Program may send a request to senior levels of other

Forms/Template Design and Development 149 / 349 involved parties in the form project and request they assign a user or a number of users to participate in the testing phase. To encourage positive response, it is recommended to advise them of: − The extent of the work this represents (e.g., 2 hours a week for 4 weeks). − Why it is important they participate. Participation could depend on that area’s workload. In the case of larger scale projects where forms are implemented as part of new systems rollout, the Information Technology area may release a sandbox for testing and training purposes. This allows for more users to access the form’s prototype in a realistic deployed environment. The Forms Management Program with other partner areas in the project identifies groups of users to test the form at the start of the project. It is useful to select users:  That are familiar with the business process.  That are not familiar with the process. Their comments may shed a different light on the form’s behavior and efficiency.

Forms/Template Design and Development 150 / 349 Generally, the designated testing and quality management team is there to test and validate more technical aspects, such as:  Standards.  Accessibility and usability features for compliance.  Successful interoperability between systems and databases.  Successful functionality and data exchange. Each tester documents the forms behavior, resulting outcome of each action, and reports its findings to the Forms Management Program in the prescribed timeframe. Also see − Unit testing42 − Usability Testing 10143 − Usability Guidelines for Accessible Web Design44 42 Wikipedia, “Unit testing” 43 Kate Moran, “Usability Testing 101”, Nielsen Norman Group, December 1, 2019, https://www.nngroup.com/articles/usability-testing-101/?lm=usability-testing-w-5-users-design- process&pt=youtubevideo 44 Nielsen Norman Group,” Usability Guidelines for Accessible Web Design”, https://www.nngroup.com/reports/usability-guidelines-accessible-web-design/

Forms/Template Design and Development 151 / 349 BUSINESS PROCESS ANALYSIS Performing the business process analysis allows the business process analyst to discover who the main actors are in the business process. These actors can be:  Persons such as internal staff, members of the public, a specific audience, national or international audience. or  Inanimate actors such as systems, applications, databases or peripheral equipment. The business process analyst takes care to document all the actors of the business process and proposed solutions in associated documentation (e.g., business case, solutions proposal, process maps). Documenting the actors help the forms analyst and forms developer determine who and which areas are best suited to test the form once ready. FORMS ANALYSIS At the start of the form’s project, the forms analyst reviews the business process analysis documentation to:  Gain a better grasp of the scope of the project and its timeline.

Forms/Template Design and Development 152 / 349  Understand the form’s purpose, intent, and expected use.  Find out who the actors are in the business process. In collaboration with the forms developer, the analyst determines what activities are required to ensure a successful implementation. This includes testing and quality management. In many organizations testing and quality management are performed by a designated specialized testing and quality management team. In addition to this team, based on the targeted audience to fill the form and how the form is handled once completed, the forms analyst and forms developer assess whether the form requires simple testing or more extensive user acceptance testing first. It is useful to select users:  That are familiar with the business process.  That are not familiar with the process. Their comments may shed a different light on the form’s behavior and efficiency. Generally, the designated testing and quality management team is there to test and validate more technical aspects, such as:  Standards.  Accessibility and usability features for compliance.

Forms/Template Design and Development 153 / 349  Successful interoperability between systems and databases.  Successful functionality and data exchange. Each tester documents the forms behavior, resulting outcome of each action, and reports its findings to the Forms Management Program in the prescribed timeframe. Once a testing and quality management approach is determined, it is often the forms analysts that communicate with functional areas. They produce brief documentation to:  Explain the testing objectives.  Solicit their participation and why their assistance is required (e.g., their staff are important end users and their feedback is important to ensure a successful implementation). Forms analysts may also be the liaison between the forms developers, testers and partners in testing and quality management activities. This responsibility involves:  Writing messages.  Giving presentations.  Explaining test scripts.  Analyzing the effort required by participants.

Forms/Template Design and Development 154 / 349 They do this with the assistance of forms technician, forms developers and Program head. FORMS DEVELOPMENT During the form’s development phase, the forms developer continually conducts testing as new form elements, features or programming are applied to the form. This is to validate that:  Every function applied to the form works.  The tabbing sequence to navigate the form works.  That form elements display and align properly according to the requirements and specifications document. To proceed to the testing phase, the forms developer finalizes the source file and generates the different output file formats necessary for the deployment of the form’s versions. In the case of a manufactured form, the developer: • Creates a high-resolution PDF file of the approved form. • Sends the form to the print provider. • Asks to see a printer’s proof.

Forms/Template Design and Development 155 / 349 In the case of simple eforms with little complexity and few users, the forms developer might invite key users to test the form: • On a Forms Management Program desktop, if one is available. or • At a specific testing area where the form is available on a desktop and test environment distinct from the live operating system desktop. This ensures the same desktop parameters (or new ones if testing a software upgrade or update) are installed to correctly test the form’s behavior. Testing would normally include key steps such as: • Successfully launch the form. If there is more than one way to access the form, test them all. • Ensure that: − All form elements appear on the form. − Data field features, help text, instructions, menu options properly activate.