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Usability testing: Form Completers

2023-08-01 / Sprint 31-32

Aims

  • Test usability of forms created using GOV.UK Forms, including all current answer types.
  • Compare usability and time taken for these with document based forms

Users

  • Members of the public
  • 6 users

Methodology

  • Usability Testing

Key Headlines

  • GOV.UK Forms were preferred to document based forms.
  • There was lots of positive feedback about features that make GOV.UK Forms easy and clear to complete.
  • We observed people complete forms more fully and accurately when they were in GOV.UK Forms format.
  • When looking for help, several people said they would prefer information to help them to solve the problem. Contacting a civil servant for help was not what they were looking for.
  • Several situations showed that giving form completers enough context is very important. There may be some opportunities to further support form builders to do this.

Supporting Evidence