Force reconfirmation of details

Question

When entering a new application our customer enters their clients name, dob, and license details. The system then checks if the client already exists. If they exist the rest of the their details are returned and populate the remaining fields on the application.

We need a way to force our customer to verify with their client that each field hasn't changed, such as addresses, phone numbers etc without them just clicking "Next, next, next" and using the details which are already in the system. This is because they can be lazy and it is critical that all details have been verify and are current.

The application has over 80 fields and is split up over multiple pages. We are trying to encourage our customers to take care when creating an application. We are looking for a compromise between filling out everything again and using existing details without verification.

Update 1
The user entering the details is our customer. They are entering THEIR customers details. Our customer has a habit of be lazy when one of THEIR customers already exists in our system. To prevent this we're currently forcing them to re-enter all details again (not pre populating anything). This is tedious and creates duplicate data.

The other extreme is to pre populate every field with THEIR customers existing details. This would allow them to continue being lazy and "forget" to check if THEIR customer's details have changed since last entered (e.g. moved house, changed phones etc).

We are seeking a solution in the middle somewhere. Some action by our customer to indicate they've checked if a certain field has changed (by asking THEIR customer) and if it hasn't tick a box or click an icon. The issue is where to strick this balance? By subsection? By field? How and what to indicate no change?

Answer 1

Are you open to idea of dropping user into a different UI flow if an existing client record is found?

For example, if an existing client record is found, then present your user an option to view the existing record in a read-only, single-page format. This way, the user can more easily compare the data to see if adjustment is necessary with the least amount of hassle.

And if the user finds discrepancies, then he can do a quick inline editing on the spot. If no discrepancy is found, user moves onto the next record entry. Optionally, you can put "verified" checkbox along the way if you want to be more stringent.

Unless users are required by their jobs to verify the accuracy, they will not take the care to ensure accuracy 100% of the time. The best you can do is make it easier for users to do it.

Answer 2

Have you considered a button or checkbox (or something to that effect) on each sub-area of the form that the user must click?

For instance, "Residental Address" looks to be a subsection. You could make the user check a box that indicates "this information is correct" for that section. Same for "Other Contact Methods". This way, at least the user can't just mash the Next button at top speed, he/she must slow down enough to check a box on each section.

Answer 3

We are looking for a compromise between filling out everything again and using existing details without verification.

How about pre-populating the fields at random?

Consider this scenario: You've got John Doe's data on file, which looks like this:

• Mobile Phone: 123456
• Home Phone: 789012
• Work Phone: 567765
• Email: [email protected]

Now, instead of pre-filling all the fields, you omit 50% of them – thereby forcing the user to reconfirm the data partially.

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Depending on how often one would have to fill out the form, the above approach might quickly become quite frustrating. Another option would be to not pre-populate the fields at all, but rather show something along these lines:

 // Mobile Phone: ________________________________ ( ) Use the information we have on file (123456)
                            ^                       ^
 //           text field ---|           checkbox ---|