Validating Phonewords/Vanity Numbers

Question

I am redesigning a system where the user can enter various contact details for associates via a personal details form.

In this form, there is a phone number input field. After a phone number is entered it appears in reading view as a clickable number. So it will dial the number for the user if clicked on.

There are a finite number of characters allowed in the field aside from numbers - hyphens, full stops, spaces, parenthesis, hash key e.t.c

Some people choose to input company contact numbers containing phonewords (or vanity numbers). For example - 18000 Call Sony

However some users are just flying through the form and putting letters in the phone number field that eg 1800 876 5432 (Call After 6) or 1800 876 5432 Ext450

I am trying to design a form that will accept phonewords as viable contacts (converting letters to numbers behind the scenes - and therefore making it diallable) but at the same time run a validation error against other letters/words that cause a system error when entered as part of a dial code.

The current issue is people are entering in a lot of unusable data in there

Phonewords (or vanity numbers)

e.g 1800 Call Sony

attached is an image of phone section of the form

Answer 1

As far as I can tell, all that matters is that the user specifies a valid number, regardless of how they enter it.

I would recommend:

1. Letting the user know that you accept alphabetic characters, corresponding to the number on a US keypad*, perhaps giving an example, such as 1800-EXAMPLE would become 1800-3926753. Just adding a label before, after or next-to the input fields would be sufficient

2. Converting the number and displaying to the user the number they've entered and the number you've converted it to. This step is important, because it re-enforces the concept and allows the user to realise if they've misunderstood

3. Not worrying too much if the user is entering a valid official vanity number (such as the 1800 CALL SONY example you gave), just if the text they've entered could be converted into a valid number.

I would also recommend avoiding the term "vanity number", but only because the word "vain" has negative connotations. However, this is just a personal gripe of mine, so you can take it or leave it.

For 1 and 2, I would recommend something like (quick example only!):

I like that you've given the user space to write an extension and notes. I think this is a good approach to combat the problems you've already got with data entry.

*I'm unaware of any differences between keypads on US/UK/Other etc. phones, but it's probably safest to say which keypad standard you're using, unless you're sure they're all the same.

Answer 2

Like LordScree, my instinct is to perform inline transformation, turning letters into equivalent numbers as they are typed. The only disadvantage is that it will imply phone numbers will be displayed as digits rather than text to the end user, and I'm not sure if that's your actual intention.

If not, may I suggest displaying the transformed phone number to the side of the form field? This will at least indicate that the entered text is being parsed as a number.

I do not recommend relying purely on labels or explanatory text. Users invariably skip this text, as on most sites, it isn't worth reading.