Developing functional business documents is a process that requires the appropriate balance of information design and user feedback.

To accurately assess the value of written communications, we utilize in-depth interviewing individually or in small groups. This research can be conducted in person (ideal for observation) or using a web-enabled telephone interview to show the document via a secured website.

The types of activities and questions used during document testing include:

• Cognitive interviewing: We will ask respondents to read language used in the documents and reflect it in their own words. This has proven effective to ensure that content is presented in "plain-English" and is not confusing.
• Projective techniques: By understanding how the consumer believes he/she might receive and use the form in the future, we can assess the form's perceived relevance.
• Think-aloud techniques: It is helpful for the interviewer to understand how users process and interpret the information on the documents. By asking respondents to reveal their thought processes, we can assess the navigational ease of the document.
• Rating sheets: It is often helpful to gauge respondent opinions through the use of individual rating sheets. In doing so, it makes the interview less strenuous on the respondent and provides another type of consumer feedback.