Long forms that customers actually finish

The problem

The company collected information about the customer and the product through several web forms. They were long and hard to fill in, especially on a phone. Many customers started them and never finished, and incomplete data reached the team, who had to correct it by hand. The summary sent by email was hard to read, and the data didn’t reach the company’s systems automatically.

The proposed solution

I didn’t propose shorter forms, but an easier way through them: the same amount of information, split into small, clear steps, with a direct link to the company’s systems. And for those who stop halfway, a reminder instead of a lost customer.

What I delivered

• Multi-step forms. Each step asks for little information and it is clear how much is left. The customer no longer faces a single long form.
• An improved flow. I rethought the order of the steps, what is asked and when, so the journey is simpler and more logical.
• Responsive forms. They are just as comfortable to fill in on a phone, a tablet and a computer.
• A PDF summary by email. The submitted data reaches the customer and the team as a clean, easy-to-read PDF, not an email that is hard to get through.
• Salesforce integration. The data goes straight into the company’s system, with no re-typing by the team.
• IDnow integration. Identity verification is part of the same journey, not a separate step.
• Completion reminders. Anyone who leaves a form unfinished gets a reminder to come back and complete it.

The benefit afterwards

Customers reach the end of the form more easily, including on a phone, and the data arrives complete and straight in Salesforce. The team no longer re-types or corrects information by hand, and those who stop halfway are brought back by reminders instead of being lost. The PDF summary is clear to both the customer and the team.