Work: Design, Testing, UXROI
DOMAIN objects in RIPE Database are setup by network engineers of Email services, ISP’s and Telecommunication companies when they contract with each other to server each other clients.
Simply think like when you are going to Germany from Netherlands, you will have T-Mobile service and while in Netherlands you will have KPN service on the same SIM card on your mobile phone.
This is a oversimplified illustration on how the emails are sent between different email exchanges and the role of Domain object in RIPE Database where DNS server gets the correct information where to send that data.
One day I was having a chat with a customer service colleague and got to know that they are dealing with 10 tickets a day on domain object form. For them it is business as usual but for me as a UX designer I got curious on why this is happening.
This was the form design before improvements has been made. All fields are displayed without any help text. On some fields “?” icon does not work.
The errors are written in a very technical language and even though this form is for technical users even they did not understand those errors and then out frustration sending tickets to customer support.
My first step was to setup a custom tag in analytics to collect the javascript errors which users are getting on this form while submitting the form. I have grouped them to get clear understanding on the severity of the error.