VisitScotland – Form Design & Usability

As part of the COVID-19 recovery in Scotland, VisitScotland had the job of managing a number of funding pots for the various tourism sectors.

Each of the application forms for this much-needed funding was hosted on VisitScotland.org, with thousands of businesses being sent there to make their claims.

 

Approach

Much of the work required in this area was done by the various developers that were involved in the projects. Both front & back end development was necessary to get these processes live.

My input was requested as it was needed, rather than seeing me involved in the funding project work full-time.

This did mean that some usability issues were able to creep into the design, but this tended to be when a particular fund required a more involving type of user interaction.

The Quality Assurance (QA) scheme was another VisitScotland offering that was being digitised in an effort to support the tourism industry in a post-COVID world.

A lot of the work was driven by the existing CRM database that had grown and evolved over a number of years and had a number of other processes tightly coupled with it.

In each project, I visualised the forms and the user interactions required. Where necessary, I also included a user journey map to highlight the points in the process (even within a 1-page form) where the user may need to leave the system to gather information before returning to continue.

Outcomes

In one case a business needed to upload a range of documents for each of the vehicles in their fleet. In sketching out the workflow and visualising this, I was able to provide the developers with an outcome to work towards – once again relying on them to take the necessary steps to create that.

For the QA enquiry form/s, I was able to demonstrate the inconsistencies across the form screens and work with the QA/Support teams to ensure that a standardised approach was taken when asking for various types of information:

  • Business name & details
  • Addresses
  • Individuals contact details

This led to the creation of a small pattern library which made it easier to create any new forms whilst also ensuring that they remained usable for the end-user.