Forms are a dialogue between your organisation and your customers. In this dialogue your customers should not be expected to decipher what you meant to say, rather they should clearly understand what you intended to say.
Good forms design is a combination of clearly articulated questions, appropriate explanations, clean design and an appropriate layout. Good design, coupled with a range of other tools such as usability testing, benchmarking, and piloting, can result in high-end design and significant cost savings.
Poorly designed forms lead to errors, customer frustration and costly processing time. They are the equivalent of a poorly structured conversation and often result in miscommunication. The information you gather on a form is used as the basis for your business decisions and no organisation wants their business decisions to be based on miscommunication.
Electronic forms (also referred to as e-forms) are no different to paper-based forms. The underlying concepts are the same. Good design means the form is completed and processed with relative ease. Usability testing, benchmarking and piloting can be applied equally to both electronic forms and paper-based forms.
Remember, forms are a window into your organisation.