Help people make connections between information on paper documents and fields on online forms

You can help people by showing them where on a card or paper document the information you want from them is located. When e-commerce sites started requiring the security code from credit cards as well as the number and expiration date, many sites included a picture of the back of the card to show people where to find the code.

The state of New Jersey sends car owners a paper document to remind them to renew their vehicle registration. The paper document includes a personal identification number (PIN) for renewing online. Many people didn't notice the PIN and, thus, couldn't do the task online. New Jersey's solution: include a picture of the paper document on the web page, indicating where to find the PIN. (See Figure 11-6.) Of course, another (or additional) solution would be to revise the paper document to make the PIN more obvious.

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