Almost every actions we wanted our customers to complete in our site, from sign up to declaration /consolidation, requires them to submit a form. As I can roughly witness from Hotjar, the declaration/consolidation form often takes up 2-5 minutes or longer of their time in order to complete it (depending how many parcels to be declared).
In this quick-bite guide, I want to ~recap~ the best practices as I’ve done in past two(2) weeks, for improving the chance that a customer will easily complete the declaration/consolidation form to which that we apply to this process.
Almost every actions we wanted our customers to
completein our site, from sign up to declaration /consolidation, requires them to submit a form.
quick-bite guide
a. Redefined the list of critical fields in the declaration form.
A declaration form can be hassle in the logistic/eComm application if it’s designed poorly. To minimise inputs(select/text), it will increase the time of completion. We removed the Courier field once a user has determined Warehouse field, as this is unnecessary option we don’t want a user to respond it.
b. Revisited the flow
The right list order can increase the rates of completion. Firstly, we combined the item category and sub category in to one flow. Secondly, a first-time customer will determine the item category as they wanted to declare before a long form appeared on the screen. Thirdly, we repositioned the order of credits redeem feature nearer Total pricing at the bottom of the form.
c. Showed pre-populating fields with known data.
The classic case we’ve done is auto-fill for item name & category with previous declaration history, In our site, category selection is most time-consuming. We show the recently-used categories with 2 or 3 shortcuts for selection, rather than just one. Not only it quickens the selection time, but also for the accuracy, as our customers are more likely to declare different category or item (name) each time.
d. Showed the most likely answer is a default in fields where the data is unknown.
Our customers can choose either shipping or pickup features in our site, Ideally, I planned to build Shipping profile as a user has ability to set their primary delivery method, however the plan is foiled. We show the last delivery method as a user declared.
e. Optimisations.
- Keep the text label concise & descriptive like I use Change to indicate the alternative delivery methods.
- Show one-time off with the recently-used shortcuts like I designed for category/name, warehouse and redemption centre, because a user can still go back with standard steps when they’re not responding to which you designed (don’t pester)
They are some basic guidelines you could exercise in order to extract the most form performance possible and just think all the time you will save for your customers and business.
