CRI has worked on over 200 public document design projects since it began as a small unit in 1985. CRI investigates practical methods and achievable standards for designing digital and paper public documents, including forms; workplace procedural notices; bills, letters, and emails sent by organizations; labels and instructions that accompany products and services; and legal and financial documents and contracts.
This Model CRI Project was undertaken to demonstrate how the application of information design methods could lead to better medicine label usability. Along with a later projects, it was instrumental in bringing about a change in the regulations for Over The Counter (OTC) Medicines.
Finding out everything you need to know before you start designing or redesigning.
Rethinking communication is not easy stuff and I would not be offended or surprised if many readers of this blog stop at this point and come back when I have something more practical and less abstract to write about.
Never ever trust Statements of Advice in their current incarnation. If you live in Australia, reports from the hearings by the Royal Commission into Misconduct in the Banking, Superannuation and Financial Services Industry will have revealed some—but not all—of the reasons why today's SOA can't be trusted.
Generalised principles and processes for medicine information design, designing usable labels and leaflets for medicine: a review of research and practice 1994—2001
We were very proud to be associated with: these radically innovative and transformative regulations the code of practice that we helped industry develop in response to these changes and the [...]
Meet the Elephant in the room of the current taxation debate: taxation compliance costs Taxation compliance costs—what you and I as individual taxpayers and businesses pay to comply with our obligations as taxpayers. This cost is a constant drain on the economy and massively reduces productivity. It's sometimes called 'red tape'. Yet despite successive governments' attempts to reduce red tape, they have failed to do anything but increase taxation compliance costs.
We routinely collect such data as part of our Communication Benchmarks program, and use it to set achievable standards in communication system design.
Forms are a special highly constrained type of conversation. When people complete a paper form they bring their intelligence and previous experience to the task. People are smart. They use a great many physical and social clues to guide them; they use the size of the form, its structure, sections and pages to navigate their way through the form, they correct their mistakes, leave their desk to find a document, read an instruction book on what to do, talk to someone, ignore things that do not interest them, and get a new copy of the form and start again. Most public servants are unaware of this smart form filling behaviour and don't see the need to compensate for its absence in digital forms.
It takes 100 public servants and costs $500,000 to change a standard letter on a government computer used by Centrelink—the main Australian Federal Government agency responsible for making Australia's welfare [...]