Question protocol

Patterns

A question protocol forces you (and your service) to question why you are asking users for each item of information. It gives you a way of challenging and pushing back against unnecessary questions if you need to.

Before you start, make a list of all the information you need from your users. Only add a question if you know:

that you need the information to deliver the service
why you need the information
what you’ll do with it
who within the service/organisation uses the answers and for what purpose
whether an answer is required or optional
which users need to give you the information
how you’ll check the information is accurate
how to keep the information up to date and secure

This list is called a ‘question protocol’ - it is different from the form itself because it is about how you will use the answers. The question protocol will also assist you with limiting the number of questions you ask and keeping your form as short as possible.

Keep it short

Keep your form as short and simple as possible. It will take more time and effort on your part to design a form that is quick and simple to complete but the reduced user effort will be repaid in customer uptake and completion rates. Remove fields that collect information that is not needed or being collected elsewhere.

Design for the most common scenarios first

Once you have a question protocol, you can start to decide how to order your questions.

Start with questions that will let users know if they are not eligible for the service, so you do not waste people’s time.