Form design principles

Forms should be simple and easy for customers to complete, using an iterative design approach based on user needs and feedback.

Apply these principles when you design your next form.

Design with intent

Apply the principles of the Digital service standard when you design and deliver a digital service to create simple interactions for your customers:

• Do user research to define who your users are, and what they’re trying to achieve using the service.
• Be clear on your intentions for the service by defining a shared vision for the future state of the service and scoping the immediate goals.
• Collaborate with service owners, stakeholders and users, during all stages of the service design process to ensure the service meets the needs of the user and the organisation.
• Look for opportunities to use common or existing form platforms and components.
• Follow whole-of-government form patterns so it has a consistent look and structure and is familiar to users.
• Use the correct HTML input elements so the form functions as the user expects and is accessible.

Prioritise accessibility

An accessible form provides a good experience for everyone. Consider digital accessibility during the design and build stages of your form, not at the end:

• Ensure your form meets Level AA of the latest version of the Web Content Accessibility Guidelines (WCAG).
• Use proper HTML code to structure your content and label form fields correctly so screen readers can interpret them.
• Include only one heading 1 <h1> on each page—this should be the name of the service or form and be a short, clear, descriptive title for the service.
• Start in-page content from heading level 2—include heading levels 2 to 6 in descending order and don't skip a level.
• Include users with lived experience to test the usability and accessibility of your form.
• Engage a third-party to audit and assess the accessibility of the service—use the ICTSS.1303B – ICT Services Panel to find pre-qualified accessibility auditors.
• Refer to criteria 9 Make digital services accessible of the Digital service standard for more information.

Use clear and simple language

Clear and simple language helps users understand the purpose of a form, and how to complete it.

• Write form content to a reading age below grade 9—test the readability of content using tools such as Microsoft Word Editor or Hemingway Editor.
• Use plain language and familiar words—reduce use of government jargon.
• Give your service a clear and descriptive title.
• Use clear and descriptive headings to organise content—place important information at the start and have a maximum of 55 characters (including spaces).
• Write clear questions so users understand what information to provide.
• Provide clear and concise instructions—use hint text (not a tooltip) to give more context to users about what you need from them, and why.
• Have a content designer or editor in your web team review the form content before building to make sure it is easy to read and follows form design best practice.

Make it easy

• Make the form easy to find by linking to it from related content.
• Structure form content and fields in a consistent and logical way to make it easy for users.
• Consider how user’s process information—questions should be ordered and grouped in a way that aligns with a user’s expectations.
• Clarify eligibility and purpose of the form up front (who should complete it and why), so users know if the form is for them.
• Separate blocks of content with headings and white space to increase readability.
• Simplify forms by removing unnecessary fields—focus on essential information required to complete this application only and if a field is optional, ask yourself; “Can we remove this field”.
• Use multiple pages for longer, complex or multi-step forms and keep each page focused on a single topic (e.g. contact details).
• Show only the necessary questions at each step to help users stay focused.
• Pre-fill information where possible to reduce effort and duplication.
• Avoid duplication of sections for different scenarios.
• Give immediate feedback when users make errors and guide them on how to correct them.

Read how to structure your form content to make it easy for users to complete.

Always test with users

Testing is a continuous process—test throughout the design and build phases and revise your form based on what you learn:

• Conduct discovery interviews before starting design work with users or review existing research, feedback or insights.
• Use 'A/B' testing to compare different design variations and optimise performance.
• Test the form with the service team to make sure it works as expected.
• Conduct usability testing with users to make sure they understand the questions and can complete the form:
  • Use of language—do users find the form easy to understand?
  • Navigation—can users navigate the form using their preferred devices?
  • Form questions and hint text—do users understand what they’re being asked to do?
  • Next steps—do users know what will happen next?
  • Getting help—do users know who to contact if they need help with the form?
• Test on different devices and screen sizes to ensure compatibility.
• Use insights and feedback to iterate and improve.

Measure success and monitor performance

Track the success of implemented services, and capture user feedback where possible:

• Establish a baseline for the current state service performance (if available).
• Identify meaningful success measures for the service.
• Use performance information to inform how you can continue to improve the service.

Refer to criteria 11 Measure the performance and improve of the Digital service standard for more information.

More information

• Queensland Government Design system—-forms
• Australian Style manual—forms
• Creating accessible forms
• Web Accessibility Initiative—forms tutorial
• Writing for Web Accessibility
• Buy accessible ICT products and services

Get help

For help, more information or feedback, email designandcapability@chde.qld.gov.au.