1. Readability:Design for comprehensiona critical vocabulary for recognizing and demandingbetter functional communicationsMatt DuBeauStrategy Director, Customer Experience

2. Readability:Design for comprehensionPurposeful manipulation ofdegrees imagesignstext and of recognizable differences 3. Readability Context-supporting, Alignmentrecognizable graphicto supportorder andrelationshipsIntuitive butnot slavishlyconventionalway-findingJuxtapositionof relatedelementsSee it go Look, said Dick. See it go. See it go up. Emphasis establishedJane said, Oh, look! See it go. See it go up. with minimum Well- modulatedUp, up, said Sally, Goof up, up. degree up, spacingdifference 4. Critical vocabularyAlignmentEmphasisScaleCollocationModulationHierarchy 5. alignmentThere is no order without alignment. 6. Coverage Change Form Page 1 of 2Return this form to: Complete this form in consultation with your agent or the Genworth ServiceP Box 513 .O. Center. Once it is complete, be sure to sign on page 2. Mail the completed form,Lynchburg, VA 24505-0513 along with supporting documents, if any, in the enclosed pre-paid envelope. If you have any questions, you may call 1-800-221-9501, or get more information online at www.genworth.com/servicecenter.Current Policyholder/owner name Policy/contract number . . Additional policyholder/owner name(s) .NewInation options Change to (mark one):(at-issue only) k 5% Compound inationk CPI ination k 5% Simple inationk NoneBenet payment Change to (mark one and Amount:maximumindicate amount): $(see note on p.2) k Daily k LifetimeBenet multiplierChange to:(see note on p.2).Elimination or Length of timedeductible period.(see note on p.2) Parameters .Rider change k Add Rider name(see note on p.2) k Cancel .Change coverageChange to:scope k Facility only k ComprehensiveEffective date Change to (mark one and complete as necessary):(see note on p.2) k Match spouses effective date Date/ / ........... ........... ........... k Replace other coverageDateName of company/ / ........... ........... ........... .Type of benet Change to (mark one):(see note on p.2) k Standard k Reduced k Increased Be sure to sign on page 2. 7. emphasisWhen everything is emphasized,There is no emphasis. 8. scaleBIG DOES NOT EQUAL EASY TO READLegibility is key to readability 9. scale 10. scalePeople read from left to right,and sometimes need to find their wayback. 11. SECTION I EXCLUSIONS Coverage C Personal Property 11. Weight of ice, snow or sleetto property contained in a building. We insure for direct physical loss to property described 12.or steam 1. Fire or lightning.1. We do not insure for loss caused directly or 2. Windstorm or hail.to the property contained in a building caused by indirectly by any of the following. Such loss isenclosed building. 3. Explosion.13. Sudden and accidental tearing apart, cracking, 4. burning or bulging loss. 5.Vehicles. 7. Smoke, a. Ordinance or Lawfreezing under this peril.14. Freezing 8. Vandalism or malicious mischief.household appliance. 9.that the property has been stolen.and appliances of water.15.generated electrical current.policy. other than loss caused bybuilding unless the roof or b. Earth MovementSECTION I EXCLUSIONS1. We do not insure for loss caused directly or indirectly by any of the following. Such loss isloss.a. Ordinance or Law 10. Falling objects.policy. property contained in a building unless the roof orb. Earth Movementnot included.page 7 of 00 VS 1154 (07 92) page 7 of 00 12. 3. Explosion.13. Sudden and accidental tearing apart, cracking,4.burning or bulging5. Vehicles.7. Smoke,freezing under this peril.14. Freezing8. Vandalism or malicious mischief. household appliance.9. that the property has been stolen.and appliances of water.15.generated electrical current.other than loss caused bySECTION I EXCLUSIONS1. We do not insure for loss caused directly or indirectly by any of the following. Such loss isloss.a. Ordinance or Law 13. collocationPurposeful juxtaposition of related elements Likely triggers with desired actions Explanations with the terms they explain Items in series or parallel levels 14. modulationScaleSpaceLine quality 15. modulationA well regulated modulation, being necessaryto the interpretability of a legible space, thewhite of the paper to keep and bear calm shallnot be impinged. 16. The OneTouch Ultra Blood Glucose Monitoring System Your new OneTouch Ultra System includes: Caution: Keep the meter and testing a OneTouch Ultra Metersupplies away from small children. b OneTouch Ultra Control Solution The battery door, batteries, test strips,Ultra Blood Glucose Monitoring System Blood Glucose Monitoring System c OneTouch UltraSoft Bloodlancets, lancet protective disks, and Sampler and cap control solution are choking hazards.The Comfort of Control d OneTouch Ultra Test Strips e Clear cap f Sterile lancets with protective disks g Carrying case h Quick Guide i Owners Booklet j Warranty registration card If any of these items are missing from your kit when you first open it, call Customer Services. Owners BookletCustomer Services 999-999-9999 17. Cap(For fingertip sampling) Preparing your OneTouch UltraSoft2 Insert the lancet firmly into the holder.g it off. Blood Sampler and lancetsTwist the protective disk until it separates from the lancet. Do nottwist the lancet. Depth AdjustmentPuncture Settings Ejection/Cocking Control Lancet withUltraClear TM Cap Knob Protective Disk(For forearm andRelease Button palm sampling) Depth Indicator3 Replace the sampler cap by twisting it back on until it is snug.Lancet PointAdjusting the lancing depthProtective Disk If necessary, twist the depth adjustmentIllustration of depthCap toward the smaller dots on the sampler for aadjustment(For fingertip sampling)shallow lance or toward the larger dots for a Inserting a sterile lancetdeeper lance. 1 Remove the sampler cap by twisting it off.Cocking the samplerSlide the ejection/cocking control back untilit clicks.If it does not click, it may have been cockedwhen you inserted the lancet.10 Customer Services 999-999-9999 Customer Services 999-999-999911 18. 1 When the meter is off, insert a test strip.3 Set the meter for a control test.Press to change the APPLY BLOOD screen tothe APPLY CONTROL screen.4 Apply the control solution.Shake the vial, squeeze it to discard the first 2 Compare calibration codes on meter and drop, and wipe the dispenser tip with a clean test strip vial. tissue or cloth before you do a control test. The meter calibration code will appear for Hold the narrow channel on the top edge of three seconds after the brief display check is the test strip against the solution droplet. complete. Compare the calibration code on the meter display with the code on your vial of test strips. If necessary, press or to change the calibration code number on the meter display to match that of your vial of test strips. Do this within three seconds of the calibration code first appearing on the display. When the codes match exactly, press . The APPLY BLOOD screen will appear.26 Customer Services 999-999-9999 Customer Services 999-999-9999 27 19. hierarchy1. Identity2. Purpose and context3. Required reaction4. Summarized history bearing on current status5. Explanation of history and status relative toentirety of relationship6. Contextual rules and agreements7. Alternate reactions 20. NoticeCP88Department of the TreasuryTax year[9999]Internal Revenue ServiceNotice date February 2, 2009[Fresno CA 93888] Taxpayer ID number999-99-9999To contact us Phone 1-866-829-1040Page 1 of 101899954671JAMES & KAREN Q. HINDS22 BOULDER STREETHANSON CT 00000-7253We still havent received your [2006] Form 1040Were holding your [2007] tax refundOur records show that you didnt le yourWhat you need to do[2006] Form 1040. As a result, were holdingyour [2007] tax refund until we can determine File your [2006] tax return, along with any supporting documents, by [March 11,whether you owe additional taxes for [2006].2009]. You can le online at www.irs.gov, or mail your return to:Please le your [2006] tax return, or well Internal Revenue Serviceassess your tax for you.[Fresno CA 93888]If we dont hear from you If we dont receive your return or a valid reason for not ling by [March 11, 2009], wellassess taxes for you based on information weve received from third parties. This meansyou may not receive certain exemptions, deductions, or credits that you wouldotherwise receive if you led your own return.Next stepsOnce you le your [2006] tax return, well determine if you owe additional taxes. Thismay take up to 12 weeks.If you owe tax or other debts were required to collect, we may apply all or part of yourrefund to the amount you owe. Youll receive a notice explaining how we applied themoney and a check for the remaining balance, if there is one.Additional information Visit www.irs.gov/cp88. For tax forms, call 1-800-TAX-FORM (1-800-829-3676). Keep this notice for your records.If you need assistance, please dont hesitate to contact us. DRAFTCP88 | October 31, 2011 21. Critical vocabularyAlignmentEmphasisScaleCollocationModulationHierarchy 22. ReadabilityEstablish as small a syntactic system as possibleto encompass necessary hierarchical relationships.Control interpretation by creating and manipulatingas few attributes as necessary.Eliminate irrelevant differences.De-sign. 23. Readability?ReadabilityComprehension = Efficiency = $ 24. questions? 25. thank you