I believe that form design is the single largest point of failure in enterprise/customer communication.
Form design is not just drawing minimalist or pretty boxes! I'm a form evangelist and I wish to rid our lives of crap form experiences. That means you have to employ the right designer to craft your forms.
Forms only benefit our enterprise and our users if we apply cognitive and learning design, information architecture principles, sound engineering methodologies, and more.
You may have put your form design in the hands of the wrong designer, or of the wrong team? If so, hire me. If not, then your enterprise is ace, and I'd like to work with you to learn more.
What's Wrong With Forms?
We complete forms every day. They have become a routine barrage of challenges. We find poorly compiled questions, unexpected input rules, unnecessary details to complete, no support, and a feeling that we can only respond but not communicate. A simple interview becomes an aggressive cross-examination.
Forms need designing: and form design is not only determining what data to capture. Unfortunately, this means few forms are truly designed: its just, "too much effort", or simply beyond the knowledge of the enterprise. Trite designs and complexity easily overwhelm us.
Over time, we have likely developed a fear of printed forms. For example, you may automatically input your postal code in the address line, and then the next input is Post Code. It’s not an exam!? Why should I read all the questions before answering them?
Online, we fare no better: input your correct Irish Eirecode in the Post Code box, and the form insists that you are wrong because the enterprise hasn't written the validation for an Irish post code.
There are good forms around. You know which they are. You are guided through completing them and they feedback on your work; input by input, instead of leaving the disappointment until after you click the Submit button.
There are so many less than optimal forms around we no longer notice. We just want to get the job done. But that should not excuse poor design!
Important Note: we haven't started to explore the presentation! That comes later. Get the form architecture right first!
A Poor Form Experience
This simplest of forms invites a poor user experience. Long answers are invited by two wide text input boxes, each capable of holding 50 characters (as presented in my viewport).
I entered a long answer and, on clicking Apply, I received an 'error': Answer must be a valid number (no decimals). It was a frustrating experience:
- I expected to give a long answer
- I formed and typed a long answer
- The enterprise wanted only a whole number
- The effort forming and typing my answer was wasted
- I felt blamed for the 'error' but knew it was poor error management
- I needed to type a 'valid' answer, which was easy now I knew the rules. So I ask, "why didn't you tell me, you eejits?"
Clearly, there was something wrong with my experience.
There are a number of issues here that we can fix.
Choose the Correct Input Type
Using a text input box is not the ideal solution here. It gives opportunity to errors. Error management is not how we handle errors, but how we prevent them.
The ideal input type for this example is the
<select> option list (or an equivalent). It can be given a "Smart Default" that needs no error strategy.
The Select Option List
<select> option list is a simple and accessible list strategy. For example:
There is no harm creating a "fill in the blanks" interaction. You may consider it a more conversational approach that would best suit your users? The select option box has a default value of 0, so there is still no user error to worry about.
How Long is Too Long a List?
How many alphabetically listed countries must we scroll through to find our own? If living in the UK, are you searching for England, Scotland, Wales, or Northern Ireland, or for Britain, Great Britain, or the United Kingdom? Consider an option list of 196 countries, where your enterprise delivers to only 29 – and 96% of your deliveries are to just five of those. What should you list: and how do you list it?
The use of the
<datalist> technique can help users select from long lists but, as with everything, it depends. Research the best input type to use.
The autocomplete feature is not supported in the Safari browser or by iOS. You can include a
<select> option list in the
<datalist> as a backup. Although not the same experience, if you can see the Select Option list, try typing a number in the box, and then selecting another number from the list.)
In conformant browsers, the following country selection list should now be easier to complete than the one above. In the others, the interaction clearly needs work.
Alternative Boolean Solutions
If you have a valid reason not to use a select option box, then a group of Boolean radio option buttons may be used to present a range:
Bells, whistles, and other distractions
This range slider is an in-line prototype. You can choose your own from the range of proprietary sliders available from your favoured script library or frameworks. I just had a play! 😀
You get the idea though, yes? With more time we can add a scalar and work on the visuals. In truth, it is easier and more appropriate to offer a simple boolean choice for this example rather than a slider?
This range slider only demonstrates that there are all manner of bells, whistles, and other distractions we can throw into our forms and products, but that doesn't mean that we have to. Like everything, it depends.
If You Must Use An Input Box
The select option list or alternative Boolean input patterns are ideal in our example - if the number of selections are practicable. If you must use an input box, then we must enhance our user's experience of them by reducing opportunities for errors. We can make clear our validation rules and explain the task we have set as in-line instructions or show/hide 'tooltips'.
Caution: tooltip content must be short. Complex instructions or business rules quickly exceed our users' capacity to remember them once the tooltip has been dismissed.
Adding copy to the form may upset your minimalist designer, but who are we designing for? If we chose a Boolean input type in the first place, then the interaction would be natively minimalist. Minimise that! 😀
Input Box Design
There are options we can consider if using text (and similar) input types:
- Option 1: Restrict the input width and amount of characters that can be input
- Option 2: Use an HTML5 Number input type
- Option 3: Talk to our user with a "fill in the gaps" interaction
- Option 4: Manage our users' input with scripts
Option 1: Restrict the characters that can be input
The input is styled to restrict its width to suggest how many characters are expected typed, and the number of characters available is restricted to two. This restriction hints at the invalidity of a decimal input.
Option 2: Use an HTML5 number input
Use an HTML5 input type of Number, which may require a tweak to the instructional text.
The Number input type presents a native Up/Down select control. Our user selects from a range of negative and positive integers. Without scripting, our user may still type or select more than two integers, which does not need validating in this context. Over 99 years experience seems like a brag to me? You can add attributes to control the input: in this case,
Note: browser support for the HTML5 Number input type is not assured. It degrades gracefully to a text input box. Test it across your environments before you deploy it.
Option 3: Talk to our user with a "fill in the gaps" interaction
Maybe we could present the input in a more engaging manner and with a default value of zero?
Option 4: Manage our users' input with scripts
What if our user should type a decimal point? In the examples above, that shouldn't matter. In modern browsers, only two characters are allowed (set by the "max" and "min" attributes) and we can easily script the input to have removed any erroneous characters from the string on clicking the Submit button.
In the example form, the error messages are proximal ("in-line") with the inputs, which is good for context, but what is a "valid" number? Valid against what, the Roman occupation? The enterprise controls the form validation, not me. Perhaps we can improve the instruction?
This example instructs:
- To type an input
- That the input is to be a number within a range
- Not to use decimals
The error message in the example form is in red text and is written with poor grammar; "Answer must be..." The message is for our users: not a note to our engineers confirming the input's business rules.
At least 10% of our male users and 9% of female visual users won't recognise red as an attractive highlight. Without coding, non-visual users may miss that they have been given focus on an error at all? Accessibility lore directs us, "Not to use colour alone" to communicate anything.
Highlighting is required, yes. But not red text? Perhaps we could create something more attractive and maybe add an indicator to confirm which interaction the error or instruction refers to? It's only CSS, after all!
Or, if red really is the color de jour:
I believe red text is similar to using all Caps, it SHOUTS AT YOU: a good telling off. It is NOT MY FAULT that the form design did not make clear what I was to do. It's not my error - it's the enterprise's error! You deal with it: not our user. Then again, up to 19% of the population may not see red as a highlight? That may need more work?
Manage the data or input instead of making all this song and dance over it!
The designer should have managed errors by preventing them. A Boolean choice or range of choices would do this. If the text box was absolutely necessary, then we can improve on the current design considerably:
- Present the "error message" as an on-page instructional text. Highlight it when an error occurs, and give the offending input label the focus, and scroll to it.
- Reduce the input width to indicate no more than two figures are required
- Configure the input box to accept no more than 2 figures
This is not the worst of forms, but it does highlight the complexities of form design that go beyond making it pretty. It should be First Year student basics.
But then, I understand the cause. It is not the designer's fault. It is the enterprise's. They should give the form design task to the right designer: one with the right background. Call me, I may be available!
Designing The User Flow and Pathway
As with most UI, it depends. In the case of forms, it depends on the strengths of your designer and the needs and wants of your users.