Portland and the federal government

Learn about our sanctuary city status, efforts to block federal overreach: Portland.gov/Federal

Playbook

Teams often start with a solution. This playbook helps you step back and focus on the problem first. This helps reduce assumptions and risk.

A graphic illustrates the cycle of three phases: define, discover, and deliver.View full size image

Make good forms

This play helps your team create forms that are easy to understand and use. Use it when creating a new form or improving an existing one. The main outcome is a shorter, clearer form that people can complete with less effort.

This play also helps reduce errors and incomplete submissions. A simple form update may take a few hours. A full redesign may take several days.

What it is

This play is where you review and improve a form before it's published or updated.

You decide whether the form is needed, what information is required, and how to ask for it clearly. You remove unnecessary questions, simplify language, and organize the form so it's easy to complete.

You may also add qualifying questions to help people skip the form if it doesn't apply to them. The output of this play is a clear, focused form that helps meet a need.

Use this play when creating a new form or improving an existing one. Do not use this play if the form is legally required or can't be changed. In that case, focus on clarity and guidance instead.

How to use it

Who you'll need

  • One person responsible for this work 
  • Form owner or service owner
  • Subject matter experts
  • Designer or developer, if needed

What you'll need

  • A draft or existing form
  • A clear goal for what the form collects
  • A shared place to track changes
  • Time set aside for review and updates

Steps

  1. Confirm the form is needed.

    Decide whether you need the form at all. Ask:

    • Can this information be collected another way?  
    • Do we already have this data?  
    • Do we ask for this data in another place?
    • Can we reduce this to a simpler interaction?

    Remove the form if it is not really necessary. You're done! 

  2. Define the goal.

    Be clear about what the form must accomplish. Ask:

    • What decision or action depends on this form?  
    • How will the information connect to the decision or action?
    • What is the minimum information needed?

    Remove any form field or question that doesn't support the goal. 

  3. Add qualifying information and questions.

    Help people know if they need to complete the form, e.g., "This form is for the owner of a commercial building." Ask:

    • Who should fill this out?  
    • Who should not?
    • When will they get this form?

    Use short questions at the start to guide users or help them exit early. 

  4. Write clear questions.

    Use plain language for every question and instruction. See the [play on plain language] for more information. Look for:

    • Start with questions that rule people out before asking for personal information.
    • Common words and short sentences  
    • One idea per question  
    • Clear labels and examples when needed
    • Fields match the type and size of input

    Avoid:

    • Jargon  
    • Long or complex questions  
    • Asking for the same information twice  

  5. Set expectations.

    Explain the effort required to complete the form and how it will meet the user's need. Include:

    • How long it will take  
    • What information people should have ready  
    • What happens after submission

    If the form is optional, explain why it's worth completing. 

  6. Organize the form.

    Group related questions together. Look for:

    • A logical order  
    • Short sections  
    • Clear headings

    Include all conditional information in your analysis. 

  7. Reduce effort.

    Make the form as quick as possible to complete. Look for:

    • Information that can be pre-filled  
    • Data formats that support easy data entry
    • Opportunities to reuse existing data

    Only ask for what you truly need. Use plain language to explain how you will use their information. 

  8. Give confirmation.

    When the user submits a form, give feedback that we received it. Include error messages that help users fix any errors. Consider:

    • Using an on-screen notification
    • Sending users a confirmation email
    • Letting users know next steps

    Help them know that everything worked. 

  9. Review and improve.

    Test the form with a fresh perspective. Ask:

    • Can someone complete this without help?  
    • Where might people get stuck?  
    • Are there any confusing questions?

    If possible, find users who aren't on your team and ask them. Fix issues before publishing. 

What to produce

  • A new form that's easy to understand and use
  • A revised form that's easy to understand and use
  • A list of questions you will ask users

What decisions you'll make

  • Whether the form should exist
  • What information is required
  • What can be removed or simplified
  • How the form should be structured
  • Whether the form is ready to publish

You're done when

  • The form only asks for necessary information.
  • Questions are clear and easy to understand.
  • Users know if they need to complete the form.
  • The effort, next steps, and timelines are clearly explained.
  • The form is shorter and easier to complete than before.

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