Pre-filling paper forms 12 May, 2004
The Missus was filling out an insurance form yesterday as our car was broken into. Like most people she hates filling out forms and quickly became frustrated. ‘They know who I am – they’ve sent me this bloody form. Why do I have to fill out my address details again? Can’t they put them in there for me?’
The insurance company can automatically put the same information into a letter so why not a form? This makes filling in the form a little shorter (after an event that is at the least an expensive inconvenience) whilst providing an opportunity for the customer to verify and correct their personal details. For the sake of some data merging the customer is once again left feeling annoyed.