The Result
Forms make up 80% of the onboarding experience, making them crucial for both the practice and its members. A redesign informed that the questionnaires and forms needed a new strategy. The content team simplified the terms and agreements, reduced the length of forms by 50%, and combined two forms into one.
The Problem
New members are often excited to join but then quickly greeted with lengthy and required forms and medical questionnaires. Members are not prepared for the amount and length of these forms and don’t know how much time to set aside. This can delay members from scheduling their first doctor's visit.
Goal
To guide new members, set clear expectations, and help them take action.
Solution
A progress stepper can help members know what to expect and set aside time to fill out forms. Forms now follow a decision tree logic with a progressive disclosure model to reduce form fatigue and increase completion rate.
