Who enjoys filling out an application for a driving licence?

Here’s a presentation from the archives, dating back to work Robert Hempsall and I did for the DVLA (the UK’s Driver and Vehicle Licensing Agency).

At that point the majority of applications for driving licences were still made on paper, but online applications were increasing steadily – and both routes seemed to be driving users to distraction.

This presentation we made to the 2011 Technical Communication UK Conference shows how we got on with a redesign of the form.