UX Australia 2009

The primary role of the Australian Prudential Regulation Authority (APRA) is regulation of the banking and finance industry in Australia. However, they also have a secondary (and little known) role in the oversight of early release of superannuation, i.e. before retirement age. In Australian law, such early releases are allowable only within a set of very specific circumstances. Anyone with Australian superannuation may apply to access their funds early if they believe that they are currently experiencing one or more of those circumstances.

In 2008, Formulate Information Design was engaged by APRA to review and redesign the application form for early release of superannuation. APRA had error and re-work rates that indicated there was considerable room for improvement in the form’s performance, and the Formulate engagement aimed to address these problems.

The project faced a number of interesting challenges. Some, like coinciding with the Global Financial Crisis, were unique, but others are common across many form redesign projects. In this presentation, Jessica will share 5 lessons learnt from tackling these common challenges, so that others may avoid discovering these insights the hard way. If you’ve ever been charged with the redesign of a form, or had a role or stake in such a project, then this is a session not to miss.

Presentation

Slides are not available for this presentation. If you missed the presentation during the conference and would like the slides, please contact Jessica Enders.