Every single time I have travelled transatlantic to the United States there has always been one person in the long queue in front of me that hasn’t completed their visa waiver form (VWF) prior to attending the immigration desk.

This not only frustrates the immigration staff but holds up the queue slowing down the whole process and frustrating the many tired travellers waiting to clear immigration.

What I don’t understand is how these people got to be in this situation. They have:

• Just travelled for 9 hours where they have had plenty of free time to complete their VWF
• Had cabin staff parading the aisles with forms offering help and advice
• Watched an in-flight video explaining what the form is, why it is necessary and how to complete it
• Had access to the in-flight magazine that has several pages dedicated to helping complete the VWF

I have a theory as to why this is and how the problem can be addressed. There is a general problem in trying to help the general public to learn how to perform a necessary task and to then actually do it.

The next 6 months will be spent addressing such a problem and how organisations can produce resources that are effective at achieving high levels of learning and compliance.