Freshen up your forms: A UX case study

It is remarkable how many of the interactions students, staff and faculty have at our institutions involve online forms. Unfortunately, those forms often don't receive the attention they deserve when it comes to user experience. They end up asking questions that don't need to be asked and providing information that is no longer needed, leading to back-and-forth interactions that leave everyone frustrated. In this session, I will detail how Information Technology at the University of Minnesota-Twin Cities emphasized improving user experience and consistency in our forms during a IT ticketing system transition.

The key points I will cover are:

• How the project began and who was included.
• How we set ourselves up for success with a style guide.
• How we built trust with the forms' business owners.
• How we maintained the process after the initial project scope was complete.