Good Form Design: How to seamlessly get information from your users

[AJ Siegel]

Intro

Most applications built by ServiceNow or on the ServiceNow platform relies on the creation of data to power the workflows that deliver value to the business. Often, that data is created by human input through forms. To ensure desirable outcomes for the business and users, forms need to ask clear questions, use the simplest input to efficient collect data, and help the user recover when things go wrong.

In short, forms need to be designed to reflect the user’s mental model of the data, not the systems. 

Where do users encounter forms

On the ServiceNow platform, there are 3 types of forms a user might encounter.

1. Standard catalog item – presents a form to users that want to request a service or good and provide information about that request. This form uses Variables to define the fields presented.
2. Record Producer – presents a form to users where the information they provide generates a task-based record (e.g., incident, case). This form uses Variables to define the fields presented.
3. Form – every table created on ServiceNow has a form automatically generated to allow for input of data into the table. Users can configure that form or add additional form views. This form type is typically encountered by administrative or fulfiller users. The fields presented in these forms are defined by the field types specified in the table definition.

Spoiler

Note: Order Guides are a variant of a Standard Catalog Item that allow a user to request multiple catalog items in a single request. The same input capabilities exist here as an Standard Catalog Item 

In ServiceNow, forms can be displayed in any of our user interfaces:

• Admins, working in the Core UI might use a form to create a new user. (Form View)
• Call center agents might log interaction details in a workspace. (Form View) 
• Field technicians might enter diagnostic information in the mobile app (Form View)
• Employees may open a case with HR in Employee Center (Record Producer)
• A customer might request a service via the Service Catalog (Standard Catalog Item)

Each of these UIs may be submitting data to the same tables but present a different form based on the user’s needs and environment. This is accomplished through Form Views. 

 

Preparing to design

When creating form views for your project, it is important have a clear understanding of the data the form needs to collect, the user persona(s) that will interact with the form, and the process that the form supports. It is also beneficial to know what data the system has available that can mitigate the need for user entry.

Understanding the data

First, understand what data must be collected from the user. The emphasis is on must because it is important to consider what information the system already has, could have, or could access via an integration. For example, when working with a user logged into your system, you should not need to ask them to enter their name, email, or other information that already exists. It just adds to the effort to complete the form. 

Also, consider what the minimum amount of information needed to collect from the user. Can some data be generated automatically based on other inputs? Can the system or fulfiller fill in gaps in the data through automation or developed expertise? 

Understand the process

To design a good form and ensure you are asking the right questions at the right time, it helps to understand the process the form supports. What does the system or recipient of the form data do with the information once it is received? If another person interacts with the data, before the process is complete, what do they do with the data? Does the process require someone to talk to the user again before the process completes?

It is important to understand this information as it may guide when a user is asked for information. Also, knowing how information is going to be used will help users provide more accurate information in their responses.

 

Understanding the user persona(s)

In form design, it is important to learn what information a user has when they encounter a form. Is it information that they can easily recall and enter, or does it require critical thinking, research, or analysis? If the user can’t easily recall the information, is the answer accessible to them in an available reference?

As you approach defining the inputs in a form, spend time talking to your users to gain an understanding of their readiness and ability to answer the questions. 

Spoiler

Go Further: Beyond learning from your users before designing the form, it helps to get feedback on the designs you come up. Consider how to incorporate usability testing into your process.

Form Design Principles

Once you understand the data you need, the process the data supports, and the knowledge and expectations of the user you can start to define the questions to ask and controls to use to collect that information.

In the book Web Form Design, Filling in the Blanks, Luke Wroblewski defines 4 principles of good form design:

• Minimize the pain
• Illuminate a path to completion
• Consider the context
• Ensure consistent communication.

Let’s consider how ServiceNow’s form capabilities support these principles

Minimize the Pain

This principal focus on the fact that “people want what lies on the other side of the form.” Each question that is added, increases the friction between a user and their goal. When designing the form, consider the value of each additional question asked versus the pain inflicted upon the user.

Depending on how your organization is using ServiceNow the data may already exist on the platform. Can it be achieved via a lookup based on the logged in user or other data entered?

ServiceNow also provides powerful integration capabilities via IntegrationHub. Is there another system – either external or internal – that can provide the data?

Finally, consider if the user is the best person to answer the question. Maybe, the answer can be calculated by other data provided, generated via logic rules, or completed on the fulfillment side.

Illuminate a path to complete

When a user looks at a form, the steps to complete and successfully submit should be clear.  At its most basic, users should know what fields are required versus optional. 

When configuring a form with ServiceNow, any field marked as mandatory in the table definitions will require user input before the form can be submitted.

Another useful capability to identify the path, is to create sections to your form. This enables to form to logically group related fields into structured sections that a user can complete in progression.

Spoiler

Note: ServiceNow forms are always single page. There is not currently a multistep form experience supported out of the box. The ServiceNow Community may have some third-party examples.

Consider the Context

Users typically encounter a form as part of a broader experience. Maybe they received an alert or saw a new incident pop up in a list. Perhaps they came to a portal because they encountered an issue in their day.

Given these potential triggers, what support can you provide your user to complete this step more seamlessly?

One capability to consider is the ability to add Annotations to a form. These notes can provide instructions or supportive information to help the user complete the form, or even deflect the need to fill out the form. 

Ensure Consistent Communication

A form serves as way for groups to communicate with their colleagues or customers. Any individual might encounter multiple forms during their relationship with a company. Consider the method of data collection and tone used across multiple forms.

Establish Best Practices for form designs, that anyone who can create a form is required to follow. This should cover the types of fields to use for question types and standards for how to collect groups of information (e.g., addresses). See the section below for our guidance on form design.

For Catalog items and Record Producers Variable Sets provide a block of pre-defined fields to reuse across the catalog. As an example, an administrator can define a specific way to collect an address from a user. This then can be used by any item in the catalog; ensuring consistency every time an address is requested.

Best Practices

Input Types

The type of data you need should guide the type of field or variable type used to collect that information. Here is a recommendation guide matching different data types to the field types or variable types on the platform.

Data you want to collect	Field Type	Variable Type
Binary response – Yes/No, True/False, On/Off	True/False	Yes/No
Selecting one item from a list (<6 items)	Choice (defined list) Reference (if choices are from a table)	Multiple Choice (defined list) Lookup multiple choice (if choices are from a table)
Selecting one item from a list (6+ items)	Choice (defined list) Reference (if choices are from a table)	Select Box (defined list) Reference (if choices are from a table)
Selecting multiple items from a list (<6 items)	List (if choices are defined from a table)	Checkbox
Selecting multiple items from a list (6+ items)	List (if choices are defined from a table)	List collector
Open ended questions (short)	String String (Full UTF-8)*	Single-line text
Open ended questions (long)	String	Multi-line text
Formatted inputs (e.g. email, IP address)	IP Address URL	Email IP Address URL

 

Pace the content

For longer forms, it is helpful to organize the content into logical groups. For catalog item based forms, you can use the Container capability to group sections. In a standard form, you can add sections in Form Designer or the Form Layout

Assist the user

Helping people easily complete a form ensures that the information entered is correct and completed efficiently. There are a few capabilities to consider helping users find success.

Form annotations are a way to provide inline instructions or information that a more advanced user can choose to hide. Annotations do not display in Service Portal.

References

Wroblewski, L. (2008). Web form design filling in the blanks. Rosenfeld Media. 

Jarrett, C. (2008, May 2). People before pixels: What to think about before you start. Effortmark. Retrieved June 16, 2022, from https://www.effortmark.co.uk/people-pixels/   

[Community Alums]

Even if someone might think "Hey, isn't that obvious?" the answer is no, I saw so many bad forms. 

[AJ Siegel]

Frank, thanks for your comment. The challenge is exacerbated when the number of catalog admins grows. The more people that can create form experiences, the higher likelihood of variance can occur. Good governance is important as your catalog expands.