With so many of our interactions taking place in a digital format, some of you may be surprised to find out that we have a number of forms available from our website in Word or PDF format.
Traditionally these forms would have been created to be printed in hard copy and handed, or posted, to customers to complete and return to us. While the option of a paper copy may continue to be the preferred option for some, the majority of our website users are visiting our website to complete tasks using a mobile device.
With the increased availability of online services, customer expectation is high. That’s why we’re asking content owners to review and consider requests and applications that are currently offered via the NAC website using Word and PDF forms.
Review your process. If your customer is asked to download, complete, and return a form, test the process using a mobile device to experience the customer journey. During user testing, some people told us that they didn’t like downloading documents and forms from websites and would avoid doing so. They advised that they didn’t feel comfortable, or confident, and struggled to locate the download on their devices.
Check if your form meets accessibility regulations. WC3 Web Accessibility Initiative provides a tutorial on making accessible forms.
Consider replicating your form using Microsoft Forms. If an application requires supplementary information, this should not be uploaded to a Microsoft Form. Include instructions and an email link for the customer to use.
Resolve to make the customer journey better in 2025! Provide improved accessible forms, or MS Form links, using the IT Portal.
