… post office to fill and send a form via postal order. Comms on phone and form were unclear and it would have been so easy to incorporate this into a user centred online service via a full UCD team.

Interesting. I think looking at the tech alone won’t work. The teams on gov services need to be given greater control to work with policy teams and seniors to help shape tech use that is user friendly. Eg I waited on hold for 15 mins for the DVLA and then had to go to the post office to 1/

You need to know why you are asking questions, and communicate it to the user.

If you don't know why you're asking, you probably shouldn't be collecting that info.

Try using these questions (a question protocol) before you start designing: www.gov.uk/service-manu...

Preach! 💯

Reminds me of the more extreme famous linguistics example highlighting need for plain English where the pilot said he was “at takeoff” and promptly crashed into an oncoming plane in the fog. 🤪

Town and country of birth?? Why is this needed over your address? And more importantly are we discriminating against city and village people now?! 😂

They just keep adding more pages, more pages. I can’t breathe. FinalV3.doc is the last straw.