Redesigning a form to improve user experience

Registers of Scotland holds Scotlands' land and property public registers. My role involved designing an application form for users to expedite information. I also developed the form's components using HTML and CSS.

Registers of Scotland logo and 2 images of the form as is version and to be version which includes the new error message designed to support users to submit evidence before submitting the form.

Scope of work and problem

This project's goal was to redesign an application form for multiple end users to ensure they submit evidence when submitting the application first time. Some problems:

  • 85% of applications are submitted with no evidence attached.

  • 12 applications are received daily.

  • Users are able to submit form without attaching evidence that slows the application process down and its difficult to meet the service level agreement of 5 days.

  • A lack of clear instructions means additional administrative tasks and multiple contact with applicants.

Things I thought about

  • What are the user and business needs.

  • Clear instruction and appropriate validation message is needed to make sure users upload evidence before submitting the application form.

Things I did

  • Used data to identify painpoints for users and identified which areas of the form were a priority to redesign and test.

  • Iterated design concepts to redesign the form to include missing instructions and error message to allow users to complete the form with little distruption.

  • Monitored user behaviour post implementation to ensure form was still fit for purpose.

Results and impact

Redesiging the form and including an error message meant:

  • 100% of applications now included an attachement.

  • The business were able to meet 5 day service level agreement for processing the application.