Rule n° 85 - Complex processes are accompanied by a list of their steps.

Goal

• Give users visibility of the actions they are going to be performing (time, order of steps, information required to complete them, etc.).
• Prevent users from feeling trapped in a process that takes longer than expected.

Implementation

For any complex process, for example an order form, display at each step the complete list of all the steps in the process.

Control

In the case of complex processes:

• Check, that the list of steps is indicated on each page, generally in the form of a step path at the head of the page or form.

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Business application and benefits

The rules should be applied to your projects from the design phase through to post-implementation , and they should be understood by all professionals with web and customer experience (CX) responsibilities: from strategy to operations, marketers to project managers, and editorial to technical staff. The benefits of using this ruleset are numerous, including improving customer satisfaction, web performance, and e-commerce, and expanding your client base, while also decreasing your errors and costs.

The objective of these rules and the Opquast community mission is ‘making the web better’ for your customers and for everyone! Opquast rules cover the key major areas of risk that can negatively affect website users such as privacy, ecodesign, accessibility and security.

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