Introduced a multi-step structure to logically group information and reduce confusion.
Improved error feedback with inline validation, leading to clearer user guidance.
Simplified the ordering process, resulting in a reduction in helpdesk tickets.
01
The challenge
Improving conversions through the form and reducing tickets to the helpdesk. Analysing the current form showed evident pain points such as the form being clunky, fields confusing and the layout jarring.
02
The solution
Created a more simple, inclusive form. A multi-step structure logically grouped, easy to comprehend, and with a clear pathway for completion. Improved error feedback with inline validation and validation summary.
03
The design
Before
After
Step 0 · Get started
Step 1 · Organisation details
Step 1 · with contextual help
Step 2 · Services and payment
Estimated savings calculator
Step 3 · Authority officer one
Step 3 · Authority officer two
Step 3 · Inline validation and an error summary
Step 4 · Signature
Step 4 · with a separate notice contact
Step 5 · Summary and review
Order confirmed
