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In order to build and design forms that work with rather than against the user, it is worth following some simple guidelines in order to improve usability levels of this key interaction.
Forms are often an essential element of an application or website. In fact they are the most popular way of gathering information or encouraging user feedback. Given the sort of information that forms are used to collect (such as registering for a service, or placing an order), the importance of ease-of-use hardly needs to be emphasised. These are tasks central to the success of many online businesses. But precisely because they place such demands on the user, forms are often the cause of serious usability problems online. An alarming number of users fail to complete the form correctly, or simply become frustrated and quit. Perhaps because the stakes are higher (some forms, for example, request credit card details) users really want to be sure when completing online forms. In order to build and design forms that work with rather than against the user, it is worth following some simple guidelines in order to improve usability levels of this key interaction: - Group fields logically. Users will typically expect certain elements in forms to be grouped together or progress logically. So contact details, personal details and financial details should be separated and ideally be under separate headings. Even seemingly trivial decisions, such as asking for an expiry date before rather than after the credit card number, can unsettle users who are accustomed to a different way of doing things.
- Make sure the user knows what is expected of them. Too many forms are unclear about which fields are mandatory or what information each is looking for. This frustrates users, particularly if they are sent back to try again due to bad design.
- Make sure error messages are absolutely clear about which fields have been filled incorrectly or missed entirely (and which is relevant). Messages such as 'some fields are filled incorrectly' are not particularly helpful. A good error message should be unambiguous about where the problem has occurred and what the correct course of action is.
- If data must be entered in a certain way, make sure that the design of fields reflects this. Phone or credit card numbers should be entered into a series of boxes that give no doubt about the correct method of entry.
- Think of international users. If online services are designed for a global audience, don't insist they enter a Zip code, for example. Make sure all entries are applicable to any relevant audiences or users of the service.
- Lastly, don't forget to test with target users to ensure that real world problems can be identified before launch and rectified if necessary. Although usability experts will identify a significant number of issues with an interface, there is no substitute for the feedback provided by user testing.
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