June 27, 2008
Over on the 37signals blog, they're talking about some of their design decisions in tweaking their support request form. In Clarify/Dovetail parlance, we have a Case Type and a Case Severity. It seems 37signals have gone back and forth between the two, trying to capture both pieces of data in one element. I do think there are 2 distinct values - the type of issue (billing, feature request, bug, etc.) and the severity/urgency of the issue (high, low, urgent, etc.), and I think their post shows the struggle when trying to combine them into one. I do, however, appreciate that they are focused on keeping the submission form as streamlined, tight, quick, and as easy to use as possible. I also like the fact that the Severity is focused on how the user feels, and uses natural language. For example, "Not…