Case studies

Online forms (web and mobile)

Online Forms Design Standard
Department of Justice & Regulation Victoria

Following an international trend, the Department had begun to transition from paper to online forms. But without specialist guidance, the forms were inconsistent, developers were doing custom work for each one, and overall, usability was compromised.

Working collaboratively with internal stakeholders, Formulate developed an Online Forms Design Standard, which was already being used before it had even been officially signed-off. The Department expects the Standard to significantly streamline design and development, improve completion rates and reduce errors.

Formulate came highly recommended, and met our high expectations for this project. Jessica is professional and knowledgeable, producing high quality work in rapid timelines. Our project was well managed throughout, and excellent feedback has been received from stakeholders.
— Gavin Hince, Senior Manager, Digital Strategy & Engagement

Car and home insurance quoting and purchasing
Coles Insurance


Coles knew that to be competitive in an already-tight car and home insurance market, their online form had to be the best, so they hired Formulate.

We conducted extensive user research, provided detailed working prototypes, and collaborated closely with the development team to achieve an online form that, when it went live, had a higher conversion rate than any competitor, including incumbents like AAMI and NRMA.

Jessica is quite simply the finest information design practitioner I have ever worked with. Her command of online form design is unmatched. I am happy to be contacted for further information about Jessica’s exceptional expertise, intelligence, integrity, commitment, commercial understanding and people skills.
— Mike Efron, Head of Digital, Wesfarmers Insurance

Paper forms

National Diabetes Services Scheme forms
Diabetes Australia


The National Diabetes Services Scheme is a central way Diabetes Australia helps people who have diabetes, one of the top 5 causes of illness in the country. To access the scheme, people with diabetes need to register, but the existing registration forms were producing high error rates and processing costs.

Formulate redesigned the forms, achieving significant reductions in errors and costs. They were rolled out nationally in January 2014.

Formulate has a wealth of experience in form design, and combined with their structured and professional approach, I found Formulate very easy to work with. They provided sound advice and produced excellent results.
— Susan Davidson, General Manager National Diabetes Services Scheme

Permit to Work Certificate
Sydney Water

The form that Sydney Water used to ensure the safety of people working at their sites was over-crowded, complex and confusing.

Formulate worked with Sydney Water to identify exactly what information was needed, and produced a clear, streamlined, targeted form which will help improve the safety of staff and contractors.


Nursing admission, patient screening, risk assessment and care plan forms
Austin Hospital

When a patient is admitted onto a ward at the Austin Hospital, nurses complete a set of forms collecting history and personal details, assessing current state, and ensuring the patient is kept safe, is fully informed and has their needs met.

Formulate was brought in to improve these forms so that nurses can focus on the task of nursing, patients feel like collaborators in their care, and mistakes are minimised – all crucial outcomes in a healthcare setting.



Austin Hospital was in the process of re-engineering our clinical documents. Clinical documentation can be onerous and staff often don’t complete forms because of their complexity.

Our forms were old, tired and busy. By engaging Formulate, with an agenda of information integrity, we have acquired a suite of new forms which have received a positive reaction. The new forms are designed to support usability and information flow, which are big factors in compliance. Not only that but they have a “modern” look to them.
— Janette Gogler, Assistant Director of Nursing

Desktop forms

Claim forms

WFI offers a wide range of insurances for business, from cargo and vessels to commercial glass and livestock. When claims were made against such policies, the details were collected by hand using paper forms.

Intelligent, connected electronic forms were planned for the medium to long term future, but depended on the upgrade of a number of legacy systems. For the interim, Formulate provided fillable Microsoft Word forms that improved data collection, entry and processing, while lowering error rates. These forms worked within WFI's Standard Operating Environment, were simple to implement, and provided a consistent, usable experience for staff.