CONSUMER ORDER FORM

A user-friendly online order form for a tablet tailored to elderly individuals and those with intellectual and developmental disabilities (IDD). The form needed to collect essential information from the purchaser to pre-configure the device before shipment, ensuring a seamless experience for both the device orderer and the end user.

PROJECT OVERVIEW

This project involved the design of a new order form for a tablet created specifically for elderly individuals and those with intellectual and developmental disabilities (IDD). The tablet is designed with simplicity in mind, featuring one-press calling, easy-to-navigate interfaces, and functioning as a photo album for family members.

The company, after recently redesigning the tablet app to better serve its target demographic, decided to market the tablet to a broader consumer base — primarily individuals looking to purchase the device for elderly family members. The challenge was to introduce and design an intuitive online order form that would enable customers to purchase the tablet and have it pre-configured for the recipient before shipment. The goal was for the tablet to arrive at the destination fully set up, with contacts, Wi-Fi, and other relevant configurations already in place, reducing the setup burden for the recipient.

TIMELINE

MAKE OF THE TEAM

2-3 months

Sole UX Designer (collaborated closely with developers and product managers)

KEY GOAL

Design an intuitive, accessible online order form that allows customers to easily configure and purchase a tablet for elderly or IDD users, ensuring the device arrives fully set up and ready to use.

PROBLEM STATEMENT

The company needed a simple, user-friendly online order form that would capture essential information from the person purchasing the tablet (the "orderer") and pre-configure the device before shipping it to the elderly or IDD user. The form had to gather key information like device user details, contacts information, Wi-Fi settings, and more, while remaining accessible for users with varying levels of technical knowledge.

The challenge was to design this form in a way that was both accessible and responsive across different devices (mobile, tablet, and desktop) while ensuring users did not feel overwhelmed by the process.

My Role:

As the sole UX designer, my responsibilities included:

Designing the new online order form from scratch, ensuring it was clear, simple, and accessible.
Ensuring the form was responsive, working seamlessly across mobile, tablet (portrait/landscape), and desktop devices.
Iterating on the design based on user testing feedback to enhance usability.
Collaborating with the development team to implement the design and ensure smooth integration with the company’s existing systems.

DESIGN PROCESS

User Personas & Journey Mapping:

I created two primary personas to guide the design process:

The Orderer: A family member or friend purchasing the tablet for an elderly person or someone with IDD.
The Device User: The elderly or IDD individual who would use the tablet, often with limited technical experience.

I mapped the customer journey from the moment the orderer decides to purchase the tablet, through filling out the order form, to receiving the fully-configured device. This journey helped identify critical touch-points and areas where simplicity, clarity, and error handling were essential.

Wireframes & Low-Fidelity Prototypes:

In Figma, I created wireframes for the order form. These wireframes focused on:

Clear input fields for all required information (device orderer info, device user info, contacts, and Wi-Fi settings).
Intuitive error handling, tooltips, and instructions to guide users through the form.

The design was mobile-first, ensuring the form would adapt smoothly across different devices, such as smartphones, tablets (portrait/landscape), and desktops.

Iteration & User Testing:

User testing was done with users designated as orderers to gather insights on the usability of the form. Key insights from testing included:

Confusion with required vs. optional fields: Many users were unclear about which fields were mandatory and which were optional.
Difficulties with text input: Some users struggled with drop-downs or typing on smaller mobile screens.
Error handling: Users needed clearer error messages and guidance on how to correct mistakes.

Based on this feedback, I iterated the design by:

Using visual cues to distinguish required from optional fields.
Simplifying dropdown menus and improving text input areas for better accessibility.
Adding more specific error messages and clearer tooltips.

High Fidelity Prototypes:

After refining the design, I created high-fidelity prototypes in Figma, incorporating:

Large, easy-to-read fonts and high-contrast color schemes for accessibility.

Device Orderer

Device Contacts

Device User

Wifi Configuration

Visual feedback (tooltips and error messages) to support users when they encountered issues.

Tooltips

Error Handling

A confirmation screen after submission, providing reassurance and transparency to users.

Optional Questions

Confirmation

Collaboration with Development Team: Throughout the process, I worked closely with the development team to ensure that the designs were feasible and aligned with the existing infrastructure. This involved providing specifications for the responsive design, guiding the developers in implementing the form’s interactive elements (e.g., tooltips, error handling), and ensuring that the final implementation worked seamlessly across all devices.

KEY CHALLENGES & SOLUTIONS

Accessibility for Non Tech-Savvy Users:

Ensuring the form was accessible to family members and caregivers, many of whom may not be tech-savvy, was a core challenge. I addressed this by:

Following guidelines for text legibility, color contrast, and accessibility.
Keeping the language clear and simple, avoiding jargon that could confuse users.
Adding buttons and clear instructions to help users navigate the form easily.

Responsive Design Across Devices:

The form had to work smoothly across mobile, tablet, and desktop devices. I prioritized mobile-first design, ensuring that:

The form layout adjusted properly across all screen sizes.
Input fields, buttons, and drop-downs were easy to interact with, even on smaller devices.
The overall experience felt consistent and intuitive on any device.

Error Handling & User Support:

I integrated clear error messages and tooltips to help users fix mistakes quickly. This ensured that users didn’t get stuck or frustrated during the form-filling process, enhancing the overall user experience.

OUTCOME & RESULTS

The new order form streamlined the purchasing process for both orderers and device users, ensuring that:

Users could easily fill out the required information and place the order.
The tablet arrived fully configured with Wi-Fi settings and contacts.
Elderly users and their family members experienced a simplified process, with reduced setup time once the device arrived.

The order form’s clarity, accessibility, and ease of use led to improved customer satisfaction, with fewer support requests related to setup or configuration issues.

LESSONS LEARNED

Simplicity is Key: The design had to prioritize simplicity to avoid overwhelming users, particularly those with limited technical experience.
Iterative Testing Drives Improvements: Testing with the target audience provided crucial insights that directly influenced the design changes, ensuring the final form was user-friendly.
Collaboration with Developers is Essential: Close collaboration with the development team helped ensure that the design was implemented accurately and functioned properly across all devices.

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