Is it better/less confusing to show the user a longer list of options with some disabled, or only show the available choices?
This is regarding a signup/scheduling request form:
In my business (appliance repairs), there are multiple manufacturers and products:
- Refrigerators
- Washers
- Dryers
- Microwaves
- Stoves
We don’t work on all products for all manufacturers, so if someone picks “Samsung” for example, the list would be:
- Washers
- Dryers
- Microwaves
- Stoves
because we don’t work on Samsung Refrigerators. If someone picks “Viking” the list would be:
- Microwaves
- Stoves
Because viking doesn’t make washers and dryers and we don’t work on built-in refrigerators.
I’m on the fence whether to show the entire list (about a dozen items) and draw a line though and disable the unavailable choices, or to simply not show the unavailable choices.
This: Don’t hide or disable menu items? seems even more confusing than the other two options since it suggests giving an explanation as to “why?”.
Customers don’t really care why we don’t work on Samsung refrigerators, all that matters is that we don’t work on them.
Hiding the unavailable options seems like it would be a little confusing for the user because we fix refrigerators and they have a broken Samsung refrigerator, but showing the option and making it unavailable seems worse.
Does anybody have any ideas? Anything better?
Thanks!
Terry
Update:
I did some user testing and they all like
- Fewer options that are all valid
instead of
- All options with the impossible options disabled
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