Pre-select the form for me

Daniele Catalanotto
Mar 16, 2022
A Service Design principle on how to make forms that don't make you crazy.

You try to log in to your banking account. You enter your username and password. Press okay. You have to type a second code that you receive on your phone. Feels secure. You like that. So you enter this long code and try not to make a mistake. You finish typing and watch your computer screen... Shit!

You forgot to click on the form field. So you have to type that stupid and long code again.

It's not a terrible situation. But it can make you grumpy. Especially when it happens again and again, but this is easy to fix:

Pre-select the form when a user goes on your website or app so that he can type right away.

Little side notes

  • This is the second draft of this Service Design Principle.
  • I was able to reduce the lengths of this principle by 35% compared to the first version.
  • Once adapted, even more, this principle will be part of the book "Service Design Principles 201-300"
  • As always comments and feedback to improve this principle are welcome
  • If you have a personal story that goes in that direction it would also help if you share it 
Like 1
Patrick Marcelissen
May 11, 2022
Yes focus on the input field. UX Principle. Clear to read the message from this principle.
Patrick Marcelissen
May 11, 2022
Question or suggestion how can we add an example from a service design perspective?
Something like " How can you prepare the next step in the journey of the customer?"
Daniele Catalanotto
Jun 4, 2022
Thanks Patrick! Indeed that suggestion makes a lot of sense and could open a lot of other examples. Like when you ask me to fill a survey in an email, you could then auto-fill for me my email adresse in the survey form ;) Thanks for being such a smart reader :) 
Deleted
Oct 28, 2022
I had a hard time following this. Guess I’ve never had a choice of which field to enter that code. 

I like your example of auto filling info. Maybe challenge people to make it easier? Like why can’t I just give my zip code and have the system figure out my city and state? Or if you’re selling mainly to the US and Canada, why does the drop down menu for country start with Afghanistan and go through most of the alphabet before the US. (I get why America = US is offensive, but …)
Daniele Catalanotto
Oct 30, 2022
Thanks JJ :) I've rewritten the story for more clarity, let me know if it makes more sense now ;) 
I've also used your suggestions as examples in the footnotes (see below).
Daniele Catalanotto
Oct 30, 2022

The third draft of this Service Design Principle

I’m trying to log into my banking account. First, I type my username and password. Then, I check the second code, which is my phone text message. I now type each digit and character of this second code slowly and hit enter.

Shit! I forgot to click on the form field. I have to type that super-long code again!

It’s pretty easy to avoid this grumpy moment. Pre-select the form on your website or app so I can type right away.

So let me ask you.

What small things can you automatically do for your users to save them time (1)?

Footnotes

(1) Community member JJ Turner for examples says “why can’t I just give my zip code and have the system figure out my city and state? Or if you’re selling mainly to the US and Canada, why does the drop-down menu for country start with Afghanistan and go through most of the alphabet before the US.” Or when you ask me to fill a survey in an email, you could then auto-fill for me my email address in the survey form

Daniele’s notes

  • This is the third draft of this principle.
  • I’ve reduced the length of this principle by 15 % compared to the previous draft.
  • Passed the sentences from “You” to “I”.
  • I’ve added a conclusion question to help the reader turn this principle into action.