I am often amazed by how hard some businesses make it for people to deal with them. This is reflected in the use of overcomplicated, hard-to-use and impossible-to-understand paperwork. Such paperwork and forms have often evolved over time. Things have been added but nothing has been removed, and no one has sat down and looked at ways to improve the system.
I recommend that every business should review its forms and paperwork at least once a year. Make sure that it is simple to use - give a sample of your new lay-out to a friend who doesn't really understand your business and see if they can fill out the form easily. If they can't, how can your customers? Take out anything that is unnecessary or outdated, and if you have to add anything, keep it to a minimum.
We all need to take a very active stance to reduce complicated paperwork. For a lot of people, complicated forms are enough of a reason not to buy a product. Imagine how people who have difficulty with reading and writing must feel when they are handed a twenty-page application form.
Look at all of your business's paperwork. Every form should be reviewed periodically and made easier to use. Your customers will definitely appreciate it and so will your bottom line.