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Poorly designed webforms force users to leave: Example

6. June 2009 by Janko in User experience | tags: web forms, usability, user experience

A few days ago I was searching for some freebies and found something I wanted to download. When I pressed "download" link I was unpleasantly surprised with the modal window which you can see in the image above. Why this was an unpleasant experience?

No explanation

First of all, I just wanted to download some freebies (graphics). I expected to be able to actually download the file when I pressed the download link. But I was prompted with this small webform and needed to think about it. What is the purpose of this form? Why I need to fill this information now? Not only they are disturbing me now, they also want to disturb me in the future? There was no explanation on why I need to fill this information.

No option

I wondered was there an option, on the previous screen, for choosing whether I want to be contacted by this website in the future. Maybe I missed something? I would understand the need for leaving my email address if this was a software. They could then send me some activation code or serial number to my email. But still, it would be nice to see at least one sentence on why my email is required.

Phone number?

On the top of everything, I saw that phone number is mandatory field. That was weird. Not only I needed to leave my email just for this one download, but I was also needed to leave my phone number? Why this particular information is important for the action I wanted to perform? Would they really call me with some promotional offers? There just wasn't any logical explanation.

They break one of the most important rules of web usability: "Don't make me think". They made me think. And I left the site.

Conclusion

This was just one small example how poorly designed web form can force users to leave. I think this webform shouldn't be there. At least some kind of explanation would be needed as well as option to choose whether I want to be contacted or not. And, of course, phone number shouldn't be mandatory, if it should be there at all.

How do you react in similar cases?

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Comments

Malte Hansen

06 Jun 2009 at 01:08

Depends on how bad i want the software/thing

But actually i think its okay that the creators behind something wants to keep track of the ones downloading it. And to say that the are going to contact you later on, is not at all sure.

But i very much agree that there should be a description and something to tell the user why they want the info, and what they are using it for.

Henrik Hodne

06 Jun 2009 at 01:58

I think there should be an explanation and a checkbox saying something like "No thanks, just send me to the download". I think MySQL has this.

And I totally agree with you, every time I hit something like this (requiring non-obvious stuff without any explanation), I leave.

Sverri

06 Jun 2009 at 02:06

In cases such as the one you layed out I tend to raise my hands from the keyboard with a confused look on my face and then hit CTLR+W. When I click on a link or a button that says "Download" I expect to be downloading stuff; not filling out a form, especially not one without as much as a note on the reason behind it.

I have very little patience for websites that either unduly insist on wasting my time, or do not jive with the expectations I have. I mean, there might very well be a good reasons for a form in a situation like this, but if you are not let in on the reason then there is not much reason to comply.

nemke

06 Jun 2009 at 02:09

I usually enter some garbage in this kind of form, false email or special email for this occasions just to activate account. And that's only if I desperately need that download. Any other case I would just skip it

like it doesn't exist.

Muhammad Mosa

06 Jun 2009 at 02:17

Some people has nothing to do but to make other peoples life easy with good user experiance. And some other people has nothing to do just piss you off!
The one who made this form was targetting how to piss you off, and make you run away from this site. I think they or he/she didn't like the site owner and wanted people to just leave the site.

Steve Lacey

06 Jun 2009 at 02:50

I hate these forms that you have to fill in to just download something... but usually they just take the info and give you the download without checking it, so I tend to give them fake details. It's absurd to ask for that information without explanation; if I want to subscribe to a mailing list; I'll do it myself thanks.

06 Jun 2009 at 03:11

In those cases, I give them my a fake name and email address and an invalid phone number, like 800-555-1212. If the form responds with 'download instructions have been mailed to you', I fill it out again with my spam email address. (That's the email address I only check when I know something is coming that I want.)

But I totally agree that this drives visitors away, both now and in the future. If I didn't -really- want a file, I would never visit that site again, since I know it asks for too much personal information.

Janko

06 Jun 2009 at 04:20

Thanks everyone for the great comments, you all made good points.

Leaving fake info is a kind of workaround and might help, but, generally, such forms are unnecessary. If tracking visitor's info is behind such webforms, much efficient way is to use analysis services like Google Analytics.

Malte Hansen

06 Jun 2009 at 06:42

Yeah..

And id much rather get no info from a user than get all that fake crap..
Give the useres a choice..

It i was a user given that choice, i really would consider writing legitimate info.

Jin

06 Jun 2009 at 06:50

I think modal in this case is totally un-necessary. As for the form, I can understand they want to keep track of download stats, and buildup a DB. But honestly, I almost ALWAYS leave fake info just to get to the download.

What they should've done is, after the download, display a very user friendly message, along the lines of "Thank you for [...] Please fill out this quick form [...] This will only take a few secs [...]" That way, if people DO choose to fill it out, it will be legitimate and useful information. It will prevent their DB being cluttered with junk.

Janko

06 Jun 2009 at 08:05

Malte: That's right, fake info wouldn't bring any value to site owners.

Jin: Yes, presented in such way, webform will make much more sense.

JIm S.

07 Jun 2009 at 08:31

Good topic Janko - love your site BTW.

Usually I don't mind leaving an email address (albeit fake unless it is a known, trusted site). Asking for a phone number, to me, sends up a red flag that you are going to get solicited from all over hell from their "affiliates" both by email and phone, or that your data is being sold.

I find this to be a common roadblock in corp business as well... asking for too much info on the initial visit. I think it better long term, for ROI, to gather little info and retain a visitor than ask for too much and lose a potential revisit, or worse, potential sale because the form is too aggressive or as in your example apparently not even warranted.

Thank you,
~ Jim
~ @SEO_Web_Design

Jozko

07 Jun 2009 at 10:39

I agree in every aspect. I hate to fill tons of unwanted information and share my personal things with every person on the internet.

Constantin Chirila

08 Jun 2009 at 12:51

I hate this kind of site where you have to lose to much time for some stupid things.

To answer your question, I usually put some fake information, or maybe my special email that I use for site that can possibly spam me.

Hans PUFAL

08 Jun 2009 at 02:57

In a similar vein, I hate e-commerce sites which need you to provide all your personal details before you have finalized your order and selected a shipping option. I want to know all the details of any contract I am deciding to engage in before I give out any personal information to a website . Many times I have resorted to establishing fake accounts with just my city as true data (so that the shipping charges would be accurate). In most all cases I abandoned the order as too expensive, I have to wonder how many people might feel coerced into accepting a transaction despite high shipping costs.

Sergio

08 Jun 2009 at 04:41

Point here is that this approach is very annoying. IMO most of users will just leave site. I do not like sites that magically throw forms at me and collect my personal data.
If it was clearly stated before, site will get only users really interested in materials provided which has more value than collecting personal data by using brute force and make user do not want to try your offer at all.
Recently we used other approach for one site we are developing. We allowed anonymous 'registration', give user some rights (for example 5 downloads per day) and after each download we present benefits of being registered.
Point is to give some fair offer to your site users. Right?
p.s.
I'm glad I finally found some time to comment on one of your posts. Keep up the good work!

Zoli

08 Jun 2009 at 09:58

I hate those intrusive forms with tons of unwanted information. I think 99% of all visitors will enter fake information there

Janko

09 Jun 2009 at 11:23

Thanks everyone!

Sergio: I am also glad to see your comment here!

Michiel

25 Jun 2009 at 11:07

I wish more site owners would pay attention to this kind of information. I know that I also will not leave a lot of unnecessary personal information just to get something that may not in fact be all it is cracked up to be.

The notation don't make me think is exactly the point! If I think why do they want it, and if I was one of my own customers who had to give information like this as well, I wouldn't fill in the information either.

Ivan Minic

05 Aug 2009 at 08:19

They wanted to keep it slim and simple, but left out the most important thing.
Even though a lot of people will just go and write in all the data. a person with some knowledge will probably close the windows and leave... And I suppose that the software or package you were trying to download, isn't for just about everyone....

Computer Tech Tips

29 Oct 2009 at 06:22

Yes, a rather poorly designed form. Without any indication of why they want your information, why it is necessary for you to provide it, or what they will do with your information the Box will raise natural concerns. These are the type of boxes where I register as Jimi Hendrix at aol. If they need any further communication I leave, as you did. Definitely poor usability. The phone number box was very weird. Makes me feel like I will get a call at 2 am some night.

Rick

05 Nov 2009 at 08:57

They forgot to ask for your social security number and mothers maiden name.

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Poorly designed webforms force users to leave: Example

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No option

Phone number?

Conclusion

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Poorly designed webforms force users to leave: Example

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Phone number?

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