Improving usability: case study of Inland Revenue Employer’s Pack

This presentation, given to the 49th Society for Technical Communication Conference in Nashville, USA, offers an overview of my work with the UK Inland Revenue (now HM Revenue and Customs).

It records some our findings on usability, and the changes we made as a result, between 1997-2001.

Read the presentation: Improving Usability: the Employer’s Pack