Look around the web, you’ll find them all over the place. MS-Word and PDF forms that you have to download and complete. I would be forgiven for thinking that we have not progressed on the web since 1995.
I know I’m not perfect I have been party to this crime against UX as well.
We know they are bad, so why are we still using them.
You’re feel inspired to join a professional association. The website seems pretty good, it lists all the benefits. There is a professional air about it. You can see that some of your respected peers are already members.
The annual fees aren’t that much either, well within your budget. You can see at a glance you’ll have no problem with your experience with the membership criteria.
The entire progression through the site has been seamless, almost as if the site was personally responding to your needs and wants alone. It’s been a pleasure considering joining this association.
So finally you press on the “Join Now” button.
The perfect reality is shattered. One brief sentence destroys it all -
“To Join simply download, complete and fax back to us the following PDF document”
This is not a little speed hump in the process.
Its a 10 foot wall! This is a user experience disaster.
Completing a Form
Just consider what you have to do to complete the form:
- Often the PDF form can’t be filled out online, or it just doesn’t quite work right.
- Download the form.
- You print it off.
- Find a Pen, that works.
- Fill it in.
- Find a Fax machine or scan it.
- Fax it, ensuring the fax has been sent.
- Remember to collect your copy of the fax.
Yeap, it’s just way to hard. Now consider, if we want people to complete the form why are we making it difficult. Why indeed.
Sometimes we don’t want a Form online.
Over the years I have run into a good number of agencies and corporations who deliberately go out of their way to make it difficult to complete certain forms. They rely on the fact people don’t like to fill in manual forms to restrict the number they get. In a way they are burying the form and the associated process online so you will not complete it.
Writing outside the fields
A manual form can allow for those incidences that an online form designer didn’t consider. You can write outside the fields, in the margins and the like. You may have a small comment box online, but on a manual form it can be limitless.
Easier to update
Sure, you just have to update the link for the downloadable form. However what happens if you don’t have the master document. Do you have to build the form from scratch just for a “simple update”.
Easier to publish
Yes the process of publishing a MS-Word or PDF form is an simple, one. Just upload the form and link to it. But consider the time taken building the form and getting it looking the way you want it. These are the hidden costs.
No special software or skills required
No special software is required. Most businesses have a MS-Office installed. Hence building a form in MS-Word isn’t that greater task. No real specialised skills like “web design” are required. It doesn’t take that long to build them either as all the pesky interaction component has been removed.
People are lazy
We known that people are naturally lazy, they aren’t going to want to fill in a manual form at all. Maybe it reminds them of an endless victoria bureaucracy of hideous forms.
Easy to add a CMS form
With a lot of CMS these days there are modules or plugins that allow the admin person, with no special design skills, to easily put together a form. These forms often have all the interactive elements such as error messaging and the like. All they need is to be styled correctly in the first instance. They also usually come with default styles anyway.
Provision of an electronic record, whether or not it is in a database allows for easier access to the information, and an increase aspect of data manipulation now or in the future.
You can ensure with filters, and data validation that the data you get from an online form is pure and the best it can be. This is very hard to do with a manual form.
No double entry
It’s simple with a manual form you have to enter the data, manually type it into a computer system or at the very least scan it and use an OCR package on the result. This all takes time and resources. Also what do you do with that extra long comment that is too big to be collected and entered into the database.
Easy to development a custom form
Years ago designing and developing a form for a developer was a long process. But today with frameworks, form generators, specialised form tags and the like it is possible to build a form in a tenth of the time. This really eliminates the complaint of it taking too long doesn’t it.
Cost effective user experience
Overall if you look the process, sure building a PDF or MS-Word form may appear initially to be cost effective, but if you consider that it’s just not going to be what people are expecting. You are going to loose potential transactions with an manual form. They have started the process in the online world of the web, they expect to complete it there simply and efficiently.
Next time a client sends you a PDF form or worse a MS-Word document to be placed on a site as a form. Stop.
Have a chat with the client, discuss their real needs and the purpose of the form. If they really honestly want people to complete the form then realistically it has to be online.