As of 2025, The Lab has developed over 60 forms used by over 15 DC Government agencies. And along the way, we’ve learned a few things. We think it’s time that we shared with you—our fellow public servants—what has worked for us.
We’ve written a field guide for public servants at all levels of government who find themselves equally challenged by confusing forms and looking for ways to improve customer service for their public.
Field guides are practical tools that you take out into the “field,” thumb through to identify something you see, and learn more about it. They are meant to be accessible to both an expert and an amateur. We hope that no matter your title or tenure in government, you will use this guide in your service delivery.
A preview of what’s inside
Anatomy of a healthy form
Discussion on paper versus digital forms
Our team’s steps for form design
Assemble your team
Identify your users
Process map your service
Assess your form
Observe your service
Draft your form
User test your form
Beta test your form
Revisit your form
Examples from The Lab’s own form work
An interactive notebook that you can print and add notes to as you work on your own form design