Helping Users Complete Tasks

Many users come to our site because they want to complete a task. Usually, they want to perform their task as quickly as possible so they can get on to more exciting things. Who isn’t delighted when completing an online task is way easier than you thought?

The key is to think about how your user is feeling and what they want to accomplish. Here are a few common tasks to get you thinking.

How do I apply?

The user is interested in applying to Bethel. They want to know what we need from them to apply, and they hope to move through the application without problems. We need to assume that they don't know a lot about Bethel and how we operate. They’re still in the learning phase. And we’re still trying to court them.

User:

"I'm excited to apply to Bethel. I hope I get in, and I hope this application doesn’t take forever."

What I'm feeling:

  • Anticipation
  • Anxiety
  • Excitement
  • Nervousness

Bethel:

"Ready to apply? If you have any questions along the way, contact your admissions counselor. It's their job to help you out—and it's what they love to do."

Tips:

  • Be positive and human. Even if we’re helping someone through a complex process, we can use language that sounds like a conversation.
  • Get to the point. Users  are scanning and reading quickly. It’s tough enough for users to complete the application. We don’t want them to spend too much brainpower decoding what we’re asking them.
  • Use headings to help orient. Expect that users won’t read every question carefully on an application. They defiantly won’t read any fine print instructions.
  • Make it easy for your user to find help if they need it. Our webpages and applications can’t resolve every question users have, so make it easy for them to get help.
  • Don’t assume that students applying to Bethel know our internal jargon. Use terms anyone applying to college would understand.