Filling out forms, especially government forms, is not a particularly enjoyable task. And as such, it is often not an easy task. But I'd like to tell you about an exception to that rule.

Recently my Aussie partner, Tom, decided to join me on my return home to Canada on the other side of the world. The first thing we had to work out was his visa, which led us to the internet and trying to find the right site for the him. After typing in search terms "working holiday visa, canada" Google found us not only the right government site for the program but also the right context for Australian applicants. A good start.

I clicked on the link and prepared myself for the typical nightmare that I usually find on Government of Canada websites. Sure enough, up popped the familiar 'Common Look and Feel' (CLF) web site header which still brings a little bit of dread to me. I associate it with websites that are confusing (even for a well worn internet surfer such as myself) and without a human feel to them. Reluctantly, I continued.

But, to my surprise, below the CLF header was one of the most well organized and easy to use websites I have ever encountered. 

The introduction page has all the basic information you need to get started including a summary of what you will need to do when applying. It's laid out clearly in numbered sections with each number corresponding nicely to a link in the left hand side bar. The side bar is one of my favourite aspects of the site. It never disappears, the sub categories are shown without have to scroll over them and it is organized in a logical fashion.

The "Criteria" section got me started. Any questions about specific details were answered in the next section “Admissibility”, this theme of answers following the information is carried on down the list allowing all of the content to flow together. Subjectively, it felt as if I had sat down at the desk of a very patient customer service agent who didn't mind going back over things I'd forgotten or carefully explaining what would be needed for each step of the application process. The result was an easing of form related tension and a great understanding of the application process on a whole. At no point did I feel like I would be left with unanswered questions as they even included information on what would happen when Tom and I arrive at the airport.

Perhaps most important for me was my surprising confidence as a new user of this site. If I clicked on a button I wasn't afraid I'd accidentally start the online application before I was ready (as has happened in the past on many other sites). I attribute some of this confidence to the remarkably clear guide which walked us through each question on the application form so that we wouldn’t miss a box or freak out when it asked for specific job details for Tom when he got to Canada despite that not being necessary for the program.

The writers and designers had carefully ensured that everything was covered in the numbered sidebar list. They seemed to understand that the people using this site were not necessarily government employees and that they would be in the 18-30 age group (as that’s the limitations of the program) and somewhat intimidated by the process.

That basic, but essential, care in speaking to their audience comes through loud and clear. The site does not need anything flashy or overtly 'sexy' in order to appeal to the target market of young travelers. It is all about speaking respectfully and clearly through a well constructed User Narrative.

This saves so much time for both the users and the government agency. The government staff don’t have to spend countless hours answering questions about the forms because the website was too difficult to use. And the users don’t waste time on line or on the phone waiting in the queue for help.