United Utilities
Smart Form Interface
United Utilities had very old processes in place for anyone wanting to apply for a new water connection to their home or building. It involved manual forms being printed out and filled in and then sent off for approval and payment. It was an extremely lengthy process that could last months, sometimes years. They wanted us to put these forms online along with a system that automated quoting of these connections and reducing the amount of manual processing. These forms were also very difficult to understand for someone not in this industry, so our aim was also to help users understand what they were applying for without having to call the United Utilities help centre, as well as creating a visually impressive UI.
The Result
Reformatted questions to simplify the forms for the user and make them much easier to understand. Each question is in its own section and appears one by one making sure the user isn’t overwhelmed, it also this means only the questions relevant based on previous answers get shown to avoid any kind of confusion. The UI is very simple and a user can immediately tell when an answer is correct or incorrect as we have validation on each question – bold borders appear around each answer box once selected in either red (error) or green (correct) for instant visual confirmation. To simplify the form even further I included the use of icons to add an illustrative element and increase engagement on something which would ordinarily be rather dull.
