Usability study and redesign of a public-service application form

Civic Forms Lab has been asked by a district council to fix its online application for a resident parking permit. Last year 31% of applications were sent back because something was missing or wrong, and the council's phone line takes about 900 calls a month from people stuck on the form. The council cannot share its internal analytics, but the form is public, and it is typical of hundreds of government forms in the UK and India.

You will pick one real public-service form that anyone can open without logging in. Good examples are a parking permit, a library membership, a birth-certificate request or a property-tax enquiry on a council, municipal or state-government website. You will run a small, honest usability study with 5 people you recruit, find the problems that stop people, redesign the form in Figma, and test the redesign with 5 more people.

The agency's standard for this kind of work: - every finding is backed by what a participant actually did or said, not by your opinion; - the redesign follows a public design system (the GOV.UK Design System or India's UX4G guidelines) and meets WCAG 2.2 AA for the parts you change; - you measure task success, time on task and errors in both rounds, so the improvement is shown with numbers, even small ones.

Do not submit anything real on the live form. Participants stop at the final "submit" screen, or use your prototype.

Done looks like a research plan, session notes for 10 participants, a findings report ranked by severity, a Figma prototype of the redesigned form, and a one-page before-and-after summary for the council.