Using eye-tracking and form completion data to optimize form instructions

Reading and effectively following instructions on forms is a critical part of daily living. We all encounter forms (and instructions) in almost every facet of life, ranging from education (homework, tests, and applications), to work (employment forms or benefits forms), to life (tax forms, immigration forms, voter registration forms, government benefits forms, etc.). However, published research provides little behavioral insight specific to effectively designing form instructions. To wit, it suggests that users do not read instructions. Design manuals do offer some insights into form design; however, their suggestions tend to be trite and based on maintaining the status quo of form design. Our research will offer form designers an empirically substantiated preliminary set of concrete guidelines to optimize the design and presentation of instructions on complex forms, thus increasing the likelihood that both at-risk and expert users will notice and read critical instructions.