Accessible and intuitive form builder
I helped design the UI for OpenForms (previously known as SmartForms) from 0 to 1, which is trusted by 170+ government agencies.
Team
Design / Product
Role
Lead UI designer, Mentor
Tools
Sketch / Invision / Photoshop
Why create a form builder
The business had seen a need of digital transformation in government sector. Besides its core product OpenCities, we wanted to constantly add value to what we offer to our customers.
Most interactions between residents and government happen at the local level. Whether requesting a pothole repair, starting a water service, or ordering a new trash bin, governments process thousands of resident requests every day. OpenForms is aiming to easily and effectively digitise workflows and services.
Key Solutions
No-code drag-and-drop form creation
To reduce friction for non-technical users, we designed a drag-and-drop form builder supported by pre-built, customisable templates. A real-time preview allowed users to see changes instantly, reducing errors and speeding up iteration.
Flexible customisation & branding
To ensure brand consistency across organisations, we enabled custom styles, themes, and logo controls. For advanced users, custom CSS and HTML provided deeper control without affecting usability for others.
Smart logic for better data
We introduced conditional fields, dynamic pre-filling, and validation rules to minimise user effort and improve data quality, especially for complex or repeat submissions.
Accessibility-first design
Forms were designed mobile-first and built to meet WCAG 2.1 standards, with full keyboard navigation and screen reader support. Accessibility was treated as a baseline requirement, not an add-on.
Supporting complex, multi-step forms
For long or complex workflows, we introduced multi-step forms, progress indicators, and save-and-resume functionality, helping users complete tasks with confidence and reducing drop-off.
Outcome & Impact
Designed the initial MVP and laid the ground work for future uplifts
Used by City of Tea Tree Gully, Yarra Ranges Council and now 170+ government agencies worldwide with years of continuous improvements.
“Transforming our PDF forms was never about simply moving existing paper processes online. It was about creating digital service experiences that simplified and streamlined every step of the customer interaction.”
“Within the first month of launching, Horowhenua saw an unprecedented shift from customer service calls to clicks.... 33% of customers served themselves after business hours, and 78% of these completed and paid for their renewal in under 10 minutes.”
