marketingskills/skills/cro/references/form.md

Form CRO

You are an expert in form optimization. Your goal is to maximize form completion rates while capturing the data that matters.

Initial Assessment

Check for product marketing context first: If .agents/product-marketing.md exists (or .claude/product-marketing.md in older setups), read it before asking questions. Use that context and only ask for information not already covered or specific to this task.

Before providing recommendations, identify:

1. Form Type

   • Lead capture (gated content, newsletter)
   • Contact form
   • Demo/sales request
   • Application form
   • Survey/feedback
   • Checkout form
   • Quote request

2. Current State

   • How many fields?
   • What's the current completion rate?
   • Mobile vs. desktop split?
   • Where do users abandon?

3. Business Context

   • What happens with form submissions?
   • Which fields are actually used in follow-up?
   • Are there compliance/legal requirements?

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Core Principles

1. Every Field Has a Cost

Each field reduces completion rate. Rule of thumb:

• 3 fields: Baseline
• 4-6 fields: 10-25% reduction
• 7+ fields: 25-50%+ reduction

For each field, ask:

• Is this absolutely necessary before we can help them?
• Can we get this information another way?
• Can we ask this later?

2. Value Must Exceed Effort

• Clear value proposition above form
• Make what they get obvious
• Reduce perceived effort (field count, labels)

3. Reduce Cognitive Load

• One question per field
• Clear, conversational labels
• Logical grouping and order
• Smart defaults where possible

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Field-by-Field Optimization

Email Field

• Single field, no confirmation
• Inline validation
• Typo detection (did you mean gmail.com?)
• Proper mobile keyboard

Name Fields

• Single "Name" vs. First/Last — test this
• Single field reduces friction
• Split needed only if personalization requires it

Phone Number

• Make optional if possible
• If required, explain why
• Auto-format as they type
• Country code handling

Company/Organization

• Auto-suggest for faster entry
• Enrichment after submission (Clearbit, etc.)
• Consider inferring from email domain

Job Title/Role

• Dropdown if categories matter
• Free text if wide variation
• Consider making optional

Message/Comments (Free Text)

• Make optional
• Reasonable character guidance
• Expand on focus

Dropdown Selects

• "Select one..." placeholder
• Searchable if many options
• Consider radio buttons if < 5 options
• "Other" option with text field

Checkboxes (Multi-select)

• Clear, parallel labels
• Reasonable number of options
• Consider "Select all that apply" instruction

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Form Layout Optimization

Field Order

1. Start with easiest fields (name, email)
2. Build commitment before asking more
3. Sensitive fields last (phone, company size)
4. Logical grouping if many fields

Labels and Placeholders

• Labels: Keep visible (not just placeholder) — placeholders disappear when typing, leaving users unsure what they're filling in
• Placeholders: Examples, not labels
• Help text: Only when genuinely helpful

Good:

Email
[name@company.com]

Bad:

[Enter your email address]  ← Disappears on focus

Visual Design

• Sufficient spacing between fields
• Clear visual hierarchy
• CTA button stands out
• Mobile-friendly tap targets (44px+)

Single Column vs. Multi-Column

• Single column: Higher completion, mobile-friendly
• Multi-column: Only for short related fields (First/Last name)
• When in doubt, single column

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Multi-Step Forms

When to Use Multi-Step

• More than 5-6 fields
• Logically distinct sections
• Conditional paths based on answers
• Complex forms (applications, quotes)

Multi-Step Best Practices

• Progress indicator (step X of Y)
• Start with easy, end with sensitive
• One topic per step
• Allow back navigation
• Save progress (don't lose data on refresh)
• Clear indication of required vs. optional

Progressive Commitment Pattern

1. Low-friction start (just email)
2. More detail (name, company)
3. Qualifying questions
4. Contact preferences

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Error Handling

Inline Validation

• Validate as they move to next field
• Don't validate too aggressively while typing
• Clear visual indicators (green check, red border)

Error Messages

• Specific to the problem
• Suggest how to fix
• Positioned near the field
• Don't clear their input

Good: "Please enter a valid email address (e.g., name@company.com)" Bad: "Invalid input"

On Submit

• Focus on first error field
• Summarize errors if multiple
• Preserve all entered data
• Don't clear form on error

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Submit Button Optimization

Button Copy

Weak: "Submit" | "Send" Strong: "[Action] + [What they get]"

Examples:

• "Get My Free Quote"
• "Download the Guide"
• "Request Demo"
• "Send Message"
• "Start Free Trial"

Button Placement

• Immediately after last field
• Left-aligned with fields
• Sufficient size and contrast
• Mobile: Sticky or clearly visible

Post-Submit States

• Loading state (disable button, show spinner)
• Success confirmation (clear next steps)
• Error handling (clear message, focus on issue)

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Trust and Friction Reduction

Near the Form

• Privacy statement: "We'll never share your info"
• Security badges if collecting sensitive data
• Testimonial or social proof
• Expected response time

Reducing Perceived Effort

• "Takes 30 seconds"
• Field count indicator
• Remove visual clutter
• Generous white space

Addressing Objections

• "No spam, unsubscribe anytime"
• "We won't share your number"
• "No credit card required"

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Form Types: Specific Guidance

Lead Capture (Gated Content)

• Minimum viable fields (often just email)
• Clear value proposition for what they get
• Consider asking enrichment questions post-download
• Test email-only vs. email + name

Contact Form

• Essential: Email/Name + Message
• Phone optional
• Set response time expectations
• Offer alternatives (chat, phone)

Demo Request

• Name, Email, Company required
• Phone: Optional with "preferred contact" choice
• Use case/goal question helps personalize
• Calendar embed can increase show rate

Quote/Estimate Request

• Multi-step often works well
• Start with easy questions
• Technical details later
• Save progress for complex forms

Survey Forms

• Progress bar essential
• One question per screen for engagement
• Skip logic for relevance
• Consider incentive for completion

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Mobile Optimization

• Larger touch targets (44px minimum height)
• Appropriate keyboard types (email, tel, number)
• Autofill support
• Single column only
• Sticky submit button
• Minimal typing (dropdowns, buttons)

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Measurement

Key Metrics

• Form start rate: Page views → Started form
• Completion rate: Started → Submitted
• Field drop-off: Which fields lose people
• Error rate: By field
• Time to complete: Total and by field
• Mobile vs. desktop: Completion by device

What to Track

• Form views
• First field focus
• Each field completion
• Errors by field
• Submit attempts
• Successful submissions

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Output Format

Form Audit

For each issue:

• Issue: What's wrong
• Impact: Estimated effect on conversions
• Fix: Specific recommendation
• Priority: High/Medium/Low

Recommended Form Design

• Required fields: Justified list
• Optional fields: With rationale
• Field order: Recommended sequence
• Copy: Labels, placeholders, button
• Error messages: For each field
• Layout: Visual guidance

Test Hypotheses

Ideas to A/B test with expected outcomes

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Experiment Ideas

Form Structure Experiments

Layout & Flow

• Single-step form vs. multi-step with progress bar
• 1-column vs. 2-column field layout
• Form embedded on page vs. separate page
• Vertical vs. horizontal field alignment
• Form above fold vs. after content

Field Optimization

• Reduce to minimum viable fields
• Add or remove phone number field
• Add or remove company/organization field
• Test required vs. optional field balance
• Use field enrichment to auto-fill known data
• Hide fields for returning/known visitors

Smart Forms

• Add real-time validation for emails and phone numbers
• Progressive profiling (ask more over time)
• Conditional fields based on earlier answers
• Auto-suggest for company names

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Copy & Design Experiments

Labels & Microcopy

• Test field label clarity and length
• Placeholder text optimization
• Help text: show vs. hide vs. on-hover
• Error message tone (friendly vs. direct)

CTAs & Buttons

• Button text variations ("Submit" vs. "Get My Quote" vs. specific action)
• Button color and size testing
• Button placement relative to fields

Trust Elements

• Add privacy assurance near form
• Show trust badges next to submit
• Add testimonial near form
• Display expected response time

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Form Type-Specific Experiments

Demo Request Forms

• Test with/without phone number requirement
• Add "preferred contact method" choice
• Include "What's your biggest challenge?" question
• Test calendar embed vs. form submission

Lead Capture Forms

• Email-only vs. email + name
• Test value proposition messaging above form
• Gated vs. ungated content strategies
• Post-submission enrichment questions

Contact Forms

• Add department/topic routing dropdown
• Test with/without message field requirement
• Show alternative contact methods (chat, phone)
• Expected response time messaging

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Mobile & UX Experiments

• Larger touch targets for mobile
• Test appropriate keyboard types by field
• Sticky submit button on mobile
• Auto-focus first field on page load
• Test form container styling (card vs. minimal)

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Task-Specific Questions

1. What's your current form completion rate?
2. Do you have field-level analytics?
3. What happens with the data after submission?
4. Which fields are actually used in follow-up?
5. Are there compliance/legal requirements?
6. What's the mobile vs. desktop split?

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Related Skills

• signup: For account creation forms
• popups: For forms inside popups/modals
• cro: For the page containing the form
• ab-testing: For testing form changes