The filling a request process appears to be more complex than it is due to superfluous form fields. The information about authors, title and DOI has already been entered by the requester. For the service to be a viable alternative, it should be (and appear to be) extremely simple to fill a request.

Tracking down a paper is time consuming enough, even if you are sitting on the network with access to most journals. Don't make it look like people have to type in additional information manually.