Information is everywhere in an organization – in databases, documents, spreadsheets, and other formats. All of it increases in value when you understand how one document relates to another, to the people who use it, and to the processes it drives. The objective is to improve quality and maximize business process efficiency. It is imperative to collect information accurately to benefit the business needs. Do this by process analysis and utilizing functional data collection tools.

1. #AIIM14
#AIIM14
#AIIM14
Informa(on:
Does
it
Meet
Your
Needs
Robin
Miller
Informa3cs
Specialist/Forms
Professional
Rapid
City
Regional
Hospital

2. #AIIM14
Introduc(on

3. #AIIM14
Introduc(on
§ Over 20 years of experience in design and
development of forms and documents, as well as,
specific education in forms systems and business
processes.
§ Hold certifications in:
§ Healthcare Informatics
§ Business Process Management
§ Electronic Records Management
§ SharePoint Specialist

4. #AIIM14
Goal
for
Today
§ My goal today is to share with you how to
improve data and information capture
through:
§ Process Analysis
§ Best Practices in Data Collection Tools /
Forms Design

5. #AIIM14
Outline
§ Impact of Information
§ Process Analysis
§ Design Best Practices
§ Summary

6. #AIIM14
History
§ In 1955, the Hoover Commission on Paperwork Simplification
reported that for every $1 spent to purchase a form, no less than
$20 was spent processing that form.
§ Updated in 1990s by Gartner Group and CAP Ventures who quoted a
$60:1 ratio. Bill Gates referenced it and calculated it to be $100:1.
§ This ratio can be significantly reduced by professional forms
management, process analysis, and data collection tools design.
Error reduction alone (reducing the number of user errors of omission
and incorrect or incomplete data) can reduce the ratio by 50%.

7. #AIIM14
Costs
of
Unstructured
Data
§ What is the impact on processing if unstructured data is collected?
WHAT'S A MINUTE WORTH?
BFMA Rocky Mountain Informer
Let's suppose you have a clerk in your company who fills out one form per day.
Let's also suppose that due to inefficient forms layout and design, it takes your clerk one extra
minute per day to fill out the form or data collection tool than it would if the form was arranged in
a logical sequence and properly designed.
You might say this is no big deal. One minute a day for one person is hardly worth fixing up. But
let's do a little figuring. There are 260 working days per year. One minute a day adds up to 260
minutes or 4.33 hours of wasted time. If your clerk makes $5.00 per hour, you've wasted $21.65
on one form, filled out just once a day for a year.
If you happen to be a very large company with 100 clerks, each filling out 100 forms per day,
and each form wastes one minute, the cost escalates to $216,500 per year.
§ Examine clerical processing areas, and you're likely to find inefficiencies in
forms design. There is always room for improvement.
7

8. www.aiim.org/infochaos
Do
YOU
understand
the
business
challenge
of
the
next
10
years?
This
ebook
from
AIIM
President
John
Mancini
explains.

9. #AIIM14
Sta(s(cs
§ According to information from like hospitals and
consultant reports: a 400-bed hospital more
than likely spends $5 million/year on forms.
§ A single badly designed form costs an
organization in lost productivity.
§ A typical company with 1,000 forms can waste
more than $1 million annually.
Xerox Global Services
8

10. #AIIM14
Informa(on
§ How does information come together...
§ Through process analysis and the data
collection tool.
§ Forms follow function

11. #AIIM14
The
Data
Collec(on
Tool…
§ A structured template or tool which allows
variable data to be entered into blank spaces.
§ Data collection tools may be electronic or
paper.
§ Asks the questions; and respondents or end-
users provide the answers.
Q and A together = Data / Information

12. #AIIM14
The
Data
Collec(on
Tool…
¡ Used to collect, display, transmit, store data,
compile, communicate, and record specific
business information that causes an action to
occur.
¡ Data collection interfaces/output.
¡ Well designed forms ensure data integrity from the
first point of data capture; process workflow; system
application integration; decision support; and
disposition.

13. #AIIM14
The
Data
Collec(on
Tool:
A
Basic
Business
Tool
§ Must be clear, concise, and easy to use.
§ The catalyst for getting things done.
§ Initiates process or action.
§ Used to identify and improve the workflow
process.
§ Provides formatting and control for data
collection and display.

14. #AIIM14
Data
Collec(on
Tools
Are
in
all
Shapes,
Sizes
and
Media
§ Paper (pre-print or print on demand)
§ Mainframe impact / laser generated with fixed
and variable data Advanced Function Print
(AFP) / Overlay Generation Language (OGL)
§ Electronic / Web / Mobile Forms (e-Forms)
§ System Application Capture Screens
§ Voice (IVR - Interactive Voice Response)

15. #AIIM14
Data
Collec(on
Tools
have
Impact
customers,
image,
resources
§ Often customer’s or user’s first experience with company /
department.
§ Set image / tone for interaction with the department.
§ Collect data to provide a service or a benefit.
§ Collect data used for decision-making and support.
§ Data collected is integrated into databases, system
applications, and output.
§ Impacts resources (process, mail, file, image, store,
manage).

16. #AIIM14
A
Communica(on
Tool
§ Data is captured on one of every organization’s most needed
asset—a data collection tool referred to as a form.
§ Forms are entwined in every business process and support
every workflow process
§ Whether you need to:
§ be reimbursed for travel expenses
§ fill a prescription
§ send a fax cover page
§ obtain a consent for surgery
§ complete a credit card application
§ complete a customs form – declare goods purchased

17. #AIIM14
Form
¡ Collect data used for decision support throughout the
data / information lifecycle.
¡ Forms (electronic or paper) are the front end to a
workflow process
¡ they collect and transfer data.
¡ That data becomes information to the organization
and proper analysis and design facilitates the:
¡ form’s function
¡ increases productivity
¡ improves data collection

18. #AIIM14
Quality
Data
§ Data collected is integrated into system
applications and databases.
§ Quality of data depends on the analysis and
design of the data collection interface.
§ Forms are needed in different media and used
at multiple touch points.

19. #AIIM14
Business
Drivers
¡ Consistent Company Image / Standards
¡ Customer / Employee Communication and Satisfaction
¡ Business Efficiency
¡ Process Improvement
¡ Data Quality / Data Security
¡ Legal / Audit / Regulatory Requirements
¡ Better Decision Faster (based on accurate data)
¡ Cost Savings and Benefits

20. #AIIM14
Informa(on
Management
Life
Cycle
Identify the
business
need for
data
Design data
structures
Analyze and design
data collection
source forms and
screens
Collect, maintain,
manage, use, share,
dispose and
preserve data
Define data/records
migration, disposition,
retention, and archival
requirements

21. #AIIM14
Process
Analysis
and
Design
§ Forms design is 80% analysis.
§ Anyone with a computer is not a forms
designer
§ It isn’t a piece of art.
§ Must know configuration of data, security of data,
workflow, business process, regulatory requirements.

22. #AIIM14
Process
Analysis
and
Design
§ To achieve excellence in forms design for
quality data capture, it is imperative the
designer understand:
§ Who are the end-users and their needs as the
form fillers.
§ The needs of the form reader, data analyst, or the
interpreter of the data.

23. #AIIM14
Process
Analysis
and
Design
§ continued – designer must understand
§ The needs of the organization and how the information
collected will effect its business units.
§ The workflow process.
§ All stakeholders' involvement in the process
(i.e., end-users, legal, security, technical support, print
manager, procurement)
§ How to obtain proper data capture and the ultimate
potential of electronic configuration of that data.

24. #AIIM14
Goals
of
Analysis
Process
§ Friendly forms, readability.
§ Reduce cognitive load for end-users (form fillers
and form readers).
§ Collect data at the source, automate redundant
tasks, eliminate duplicate data collection and errors.
Collect data once and reuse.
§ Error Reductions.
§ Forms Consistency, standard templates.

25. #AIIM14
Process
Analysis
What,
When,
How,
Why,
Who
Where
§ What is the purpose of the form?
§ Is the data being collected needed? Is it used?
Is it effective?
§ Does the data already exist? When can the data
be reused, rather than recollected?
§ Is it quality data?

26. #AIIM14
Process
Analysis
What,
When,
How,
Why,
Who
Where
§ How is the data collected?
§ Is the same data collected on different media,
forms, or applications (paper, PC/MAC, web,
voice, scanned, etc.)
§ Why is the form needed?
Why is the data processed in this manner?
§ A form will not fix an inefficient system or workflow
process problem.

27. #AIIM14
Process
Analysis
What,
When,
How,
Why,
Who
Where
§ Who will use the form, process, and system?
§ Where is the data processed? What is the forms
relationship to programs, processes, applications, or
other forms?
§ An important question to be answered is
“why is the form needed?”
§ This justifies the existence of the form.
§ A good test to determine the need for the form is to ask,
"what the result or impact would be if the form did not exist".

28. #AIIM14
Process
Analysis
§ Determining the form design
§ Is the form used online or offline or both?
§ Is the form saved locally?
§ Is the form signed?
§ Is the form exposed to weather?
§ Is the form mailed?
§ Is the form used inside or outside the firewall or both?
§ Where do the data originate? How?
§ How is data capture performed?
§ Does the form need to be available in multiple languages?

29. #AIIM14
Analysis
Leads
to
Design
§ The outcomes of the process analysis
helps to determine:
§ the design and appearance of the form
§ how the users will interface with it
§ how it will function within the system(s) it
serves.

30. #AIIM14
Design
Analysis
§ After completion of the workflow and process
analysis, design analysis is:
§ the steps taken by the form designer to convert
the rules, logic, and business requirements into
design elements on a form.
§ Developing design and layout elements based
on the workflow requirements.

31. #AIIM14
Design
Analysis
§ Each primary business system consists of
multiple processes.
§ Each process usually has defined
business and process rules.
§ Important to develop process maps and
ROI.

32. #AIIM14
Business
Rules
§ Business rules control and limit
processes.
§ They are generally implemented in the
form template.
§ Design techniques are available that can
enforce the rules to the user.

33. #AIIM14
Design
Best
Prac(ces
Now you've gathered all your information and you
are ready to start your design…
§ The primary goal for every form is completion.
§ Always keep the end-users in mind.
§ Don’t make them write so much, use check
boxes, lists, etc.
§ Design to make completing the form easy.

34. #AIIM14
Design
Best
Prac(ces
§ If designing for paper, always have a goal to
move paper to electronic format and set design
accordingly.
§ Understand what the answer will require for
spacing – the length should match the expected
length of the data.
§ Example: long line, short line, check box, choices.
Reduces confusion, frustration, and abandonment.

35. #AIIM14
Design
Best
Prac(ces
§ Simple
§ Ask for the minimum of information, the information needed,
don’t ask nice to know and unnecessary information (because
what are you going to do with it)
§ Clear
§ Forms should be Self Instructive: minimal effort of
understanding by the form-filler of how to complete the form
§ Readability, plain language
§ Keep fields close to spaces for information/answers

36. #AIIM14
Design
Best
Prac(ces
§ Concise, ask direct questions
§ Do not ask multiple questions in one sentence.
§ Example:
§ What could make this question more concise:
§ Change the question to: How many children do you have?
Do
you
have
any
children?
If
so,
how
many
children
do
you
have?
m
One
child
m
Two
or
more
children
m
Don’t
have
children

37. #AIIM14
Design
Best
Prac(ces
§ Concise (continued)
§ A good form does not necessarily mean short.
Aim for good, quality data to capture.
§ Questions tailored to different circumstances,
might add pages or screens; however, actually
improve the experience for the form filler, resulting
in improved data captured.

38. #AIIM14
Design
Best
Prac(ces
§ Ask the exact question needed to get the
exact data needed.
§ Do not use just "Name"
§ Use First Name, Last Name
§ Do not use just “Date”
§ Indicate what date:
Today’s Date, Admission Date, Order Date, etc.

39. #AIIM14
Design
Best
Prac(ces
§ Arranging, Grouping, and Sequencing
§ Arranging information reduces errors and
wasted motion during completion.
§ Items should be arranged so the flow of entry is left
to right and top to bottom.
38

40. #AIIM14
Design
Best
Prac(ces
§ Grouping information establishes a logical
relationship between the information elements
in a given section.
§ Examples: personal data info; info related to a
student’s grade; past medical history

41. #AIIM14
Design
Best
Prac(ces
§ Sequencing eliminates unnecessary fill-in
motions. The process of directing the user
around the form, skipping questions that don’t
apply to them
§ In an electronic environment, sequencing can be
automated, inputs can be restricted

42. #AIIM14
Design
Best
Prac(ces
§ 2-Column
Format
Example:
a successful
format to use
§ Numbered
questions
instead of
captions

43. #AIIM14
Design
Best
Prac(ces
§ Consistent in design, format, style
§ Develop a forms style guide
§ Use plain language / be concise
§ Use active voice with verbs
§ Example: Send the form to Human Resources.
NOT = The form should be sent to Human Resources.
§ Use personal pronouns
§ Example: You must sign and return.
NOT = The employee must sign and return.

44. #AIIM14
Design
Best
Prac(ces
§ Plain Language / Concise
§ Repeat the same word to identify the same object or
action every time it is used.
§ Example: if use “computer” then don’t use “pc” somewhere
else
§ Avoid acronyms unless spelled out on first use.
§ Avoid abbreviations.
§ Use simple words instead of long or complex words.
§ Example: use stomach, instead of abdomen

45. #AIIM14
Design
Best
Prac(ces
§ Plain Language / Concise
§ Ensure there are no overlapping choices.
§ Example:
What if the answer is 3, what would you choose?

46. #AIIM14
Design
Best
Prac(ces
§ Type Styles
§ Serif Fonts - with end strokes
§ Better used in lengthy text. (Times New Roman)
§ Sans Serif Fonts - without end strokes
§ Better used for forms. (Arial)
§ DO NOT USE ALL CAPS
§ UPPERCASE is 40% harder to read
§ Can slow reading speed an average of 17%

47. #AIIM14
Design
Best
Prac(ces
§ Lines and Rules
§ ¼ point = hairline: guides the eye
§ ½ point = medium: attracts the eye
§ 1 point = heavy: stops the eye
§ Use the lightest rule most often.
§ Use heavier rule to divide sections or for emphasis.
§ Too many heavy rules make reading difficult.

48. #AIIM14
Design
Best
Prac(ces
§ Line Spacing or Leading
§ Use white space to help guide the eye, separate sections,
also gives an uncluttered look.
§ Reverse Printing
§ Use sparingly, more difficult to read
§ Screens
§ Identify uses of the form discovered during the process
analysis phase. If the form is faxed then screens, gray
scaling, and reverse printing will have reduced readability.
Reverse Printing

49. #AIIM14
Design
Best
Prac(ces
§ Do not use underlining
§ Use for publications only. This was used in the
typewriter days as a way to bring emphasis.
More difficult to read and clutters the form.
§ Bold type
§ Use for section headings
§ Use for emphasis

50. #AIIM14
Design
Best
Prac(ces
§ Color—use any color for text as long as it's
black
§ When used, use sparingly, determine production
costs
§ White space is often more effective; helps define
form areas.
§ When too many points of focus are presented, the form user
fails to see any of them as important.

51. #AIIM14
Design
Best
Prac(ces
§ Logo Usage
§ Follow company style guide rules.
§ Use only approved design(s), size(s), and color(s).
§ Avoid distortion.
§ Use only where authorized.
§ Remember: forms can be marketing tools for an
organization.

52. #AIIM14
Design
Best
Prac(ces
§ Form Title
§ Brief but descriptive: limit to five words
§ Include a subject and a function
§ Place subject first, action second
§ Do NOT include “form” as part of the title
§ Avoid: sheet, card, slip, list – unless necessary,
for example: Packing Slip
§ Use subtitles carefully

53. #AIIM14
§ Form Title Examples
§ Cash Advance Form
§ Improved: Cash Advance
§ Request for Travel
§ Improved: Travel Request
§ Application for Employment
§ Improved: Employment Application
§ Request for a Job Change
§ Improved: Position Change Request
Design
Best
Prac(ces

54. #AIIM14
§ Instructions: most people do not read
§ Form should be self instructive
§ They don’t read instructions on back of forms
§ Should read to do
§ General instructions can be at the top
§ Locate near to where they are needed
§ Build instructions into the form
§ Use plain language
§ eForms – use tool tips where appropriate
§ Routing instructions: placed where user needs to know what to do with
the form. Identified in the automated workflow based on completion.
Design
Best
Prac(ces

55. #AIIM14
Design
Best
Prac(ces
§ Declarations: most people do not read
§ Example:
I
cer3fy
that,
to
the
best
of
my
knowledge,
the
details
entered
on
this
Applica3on
and
Agreement
are
true
and
complete.
I
have
read
and
understand
the
Terms
and
Condi3ons
that
apply
in
rela3on
to
the
applica3on
and
agree
to
abide
by
them
in
the
event
that
my
applica3on
is
approved.
The
above
informa3on
has
been
explained
to
me.
I
have
had
the
opportunity
to
ask
ques3ons.
I
have
received
a
copy
and
understand
the
above
instruc3ons.

56. #AIIM14
Design
Best
Prac(ces
§ Change declarations to a question.
§ Example:
1. Are
the
details
entered
on
this
Applica3on
and
Agreement
true
and
complete?
m
Yes
m
No
-­‐
Your
applica3on
cannot
be
accepted.

57. #AIIM14
Design
Best
Prac(ces
§ Embed declarations with a question.
§ Example:
I
declare
that:
o
I
have
provided
all
informa3on
requested
by
my
Agent
and
have
chosen
to
purchase
the
policies
recommended.
OR
o
I
understand
that:
(a)
if
I
have
not
provided
all
informa3on
requested
by
my
Agent;
(b)
if
I
have
chosen
to
purchase
a
life
policy
that
differs
from
the
Agent’s
recommenda3on;
then
I
may
be
making
a
financial
commitment
to
a
policy
that
may
not
be
appropriate
to
my
needs
and
objec3ves.

58. #AIIM14
§ Using check boxes/radio buttons for selection
of choices in a list:
§ Position to the left of the choice caption
§ Leave sufficient space between selections to avoid which
check box goes with what choice
§ Check Boxes: o
§ Used to denote more than one choice can be made
§ Radio Buttons: m
§ Used to denote that only one item can be chosen from a list of choices.
Design
Best
Prac(ces

59. #AIIM14
§ Examples:
I will present this session for the following:
o Symposium o Webinars o Spring Conference
Explanation: check mark boxes denote multiple choices can be made; spacing
should be improved to make more clear what box goes with what choice.
o Symposium o Webinars o Spring Conference
o Symposium
o Webinars
o Spring Conference
Design
Best
Prac(ces

60. #AIIM14
Design
Best
Prac(ces
§ Examples:
m Mr. m Mrs. m Miss m Ms. m Dr.
Explanation: the radio button denotes only one choice; and
the spacing clearly identifies what button goes with what
choice.

61. #AIIM14
§ Using check boxes versus “circle your choice”
§ Using a check box is self instructive.
§ Requiring the form filler to circle their choice, requires an
instruction for them to do so.
§ Cannot use “circling” in automated environment
§ From a design perspective: using check boxes or radio
buttons can align items for an orderly appearance and
clear understanding of how to complete.
Design
Best
Prac(ces

62. #AIIM14
§ Caption Placement
§ Example: Captions below the writing line
Causes confusion
Design
Best
Prac(ces

63. #AIIM14
§ Caption Placement
§ Example: Captions followed by writing lines
Less Confusing
Design
Best
Prac(ces

64. #AIIM14
§ Caption Placement
§ Example: Upper Left positioning – Most Clear
Use table
structure
for
repetitive
data.
Design
Best
Prac(ces

65. #AIIM14
Design
Best
Prac(ces
§ Paper and Electronic Integration
§ A form may exist in more than one format.
§ Users with access to computer may use an
electronic version of the form; whereas, users
without access may use a paper version.

66. #AIIM14
Design
Best
Prac(ces
§ Paper and Electronic Integration (continued)
§ The environment of the user may dictate which
version is appropriate.
§ A user at a desk vs. another user outside working on an
aircraft.
§ In all cases, if the ultimate destination of the data
captured is the same, then it is imperative that the
content and sequence match.

67. #AIIM14
Design
Best
Prac(ces
§ Masks
§ Force format rules, including capitalization, digit
population, number format
§ Selection Methods
§ Lookup Lists, mutually-exclusive choice options
§ Typically alphabetized; order can be based on
grouping or most often used.

68. #AIIM14
Design
Best
Prac(ces
§ Required Fields
§ Based on answer or selection, automate
other related fields for completion
§ Data Validation
§ Formulas, calculations

69. #AIIM14
Design
Best
Prac(ces
§ Signatures: either electronic or wet
§ Place where needed, usually at the bottom
§ Dates and times needed
§ Approves everything to the left and above

70. #AIIM14
§ Sheer Volume
§ 80% of business documents are forms ($94-$120 billion p.a.)
§ Integral Part of the daily Business Process
§ For every $1 spent on purchasing, $100 is spent on processing
($485,000,000 p.a.)
§ Potential Benefit of Competent Forms Management
§ 30% obsolete before use ($1,500,000 p.a.)
-Gartner Group and Price Waterhouse Coopers
The
Real
Cost
of
Forms

71. #AIIM14
Forms
Process
=
Success
§ Reduce printing cost
§ Lower stock control costs
§ Reduce error correction
§ Improve clerical and operational efficiencies
§ Most current form edition used
§ Improve data collected from end-user
§ Improve process migrating from paper to electronic

72. #AIIM14
Summary
§ Ask the questions necessary to determine
the intent of the form.
§ Must meet the needs of the organization.
§ Process analysis and design requires
proper planning and challenging the need
to collect the information.

73. #AIIM14
Summary
§ Never begin to design a form without first
completing the appropriate analysis.
§ Understand:
§ Why the form is required
§ What problem the form solves
§ Who will complete the form and Who will assess the
data
§ When it will be needed
§ Where it will be used

74. #AIIM14
Summary
§ Determine the appropriate format: paper vs.
electronic.
§ If paper, identify production needs.
§ If electronic, identify system interfaces.
§ If paper and electronic, ensure forms are the same,
differentiate circumstances where each is used
§ Recognize needs of related forms.
§ Complete thorough testing process.

75. #AIIM14
Summary
§ Design for all form users:
§ the one who completes the blank form
§ the one who reads the completed form
§ Don’t irritate the form filler or the form reader
or data analyst.
§ Provide lists, check boxes, automate fields,
complete the form as much as possible
§ Reduce the cognitive load on the end-user.

76. #AIIM14
Summary
§ Think about the completion process and the end
result of how the data captured will be used.
§ Data captured will be improved through an easy
to understand form.
§ Forms must be easy to:
§ Write
§ Read
§ Use

77. #AIIM14
§ While the data collection tool is not data
itself, it is the perfect means through
which to define, collect, structure, classify,
contain, present, and report data.
§ So long as there is data to collect, there
will exist a need for forms.
Summary

78. #AIIM14
§ Just as it is impossible to create a coherent
sentence without using rules of grammar,
so it is impossible to process data
meaningfully without using a form of some
sort to structure it and capture it.
Summary

79. #AIIM14
§ The data collection tool is the
fundamental vehicle for capturing and
communicating structured data which
becomes your information.
Summary

80. www.aiim.org/infochaos
Do
YOU
understand
the
business
challenge
of
the
next
10
years?
This
ebook
from
AIIM
President
John
Mancini
explains.

81. #AIIM14
Thank
you
for
aQending
§ Contact Information:
§ Robin Miller, BPMp, ERMs, SharePoints
Forms Analysis and Design Professional
rmiller@regionalhealth.com
myissolutions@gmail.com
mobile (605) 484-6194 / phone (605) 716-5865
Forms capture the information
that makes business run.