Design
Why online maintenance forms are hard to complete
Many renters struggle with online forms when reporting maintenance issues. This design case study shows how clearer steps and guidance improved task completion.
Three key methods used in this
idea
Reporting an issue under pressure
Maintenance requests are rarely planned. People arrive at the form because something is broken, leaking, or not working as expected.
They want to report the problem quickly and feel confident that it has been received. Instead, many online services feel administrative, using internal language and structures that make sense to the organisation but not to the renter.
This disconnect creates uncertainty before the task has even started.
Uncertainty at every step
Research and testing showed that renters often felt unsure throughout the process.
People struggled to choose the right issue type, worried about writing the “wrong” description, and were unclear whether images or time selections were required. The confirmation screen did not clearly explain what would happen next.
As a result:
People hesitated or abandoned the form
Requests were submitted with missing or unclear details
Users called for help instead of completing the task online
The issue was not complexity, but a lack of clarity.
Reducing thinking, not adding steps
The design focused on making each step feel obvious and safe.
Issue selection was simplified using clearer groupings and visual cues so people could start without guessing. Description fields were supported by plain prompts that indicated what level of detail was sufficient. Image uploads were framed as optional and helpful, rather than required.
Time selection was clarified as a preference, not a confirmed booking.
The confirmation screen was strengthened to clearly state that the request was sent, who would review it, and what would happen next.
Each screen answered a simple question:
“Am I doing the right thing?”
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