This is regarding a signup/scheduling request form:
In my business (appliance repairs), there are multiple manufacturers and products:
We don't work on all products for all manufacturers, so if someone picks "Samsung" for example, the list would be:
because we don't work on Samsung Refrigerators. If someone picks "Viking" the list would be:
Because viking doesn't make washers and dryers and we don't work on built-in refrigerators.
I'm on the fence whether to show the entire list (about a dozen items) and draw a line though and disable the unavailable choices, or to simply not show the unavailable choices.
This: Don't hide or disable menu items? seems even more confusing than the other two options since it suggests giving an explanation as to "why?".
Customers don't really care why we don't work on Samsung refrigerators, all that matters is that we don't work on them.
Hiding the unavailable options seems like it would be a little confusing for the user because we fix refrigerators and they have a broken Samsung refrigerator, but showing the option and making it unavailable seems worse.
Does anybody have any ideas? Anything better?
I did some user testing and they all like
- Fewer options that are all valid
- All options with the impossible options disabled
I went with "Fewer options that are all valid".
The users see a list of brands we service. Once the brand is selected they're shown the products that we service for that brand.
Until the brand is selected, the product list is empty.
This has been well received by the customers and nobody has complained that it was difficult.
It's also cut down on people selecting manufacturer:product combinations that we don't service, as well as combinations that are impossible.