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Creating a Consistent Client Journey

Your clients interact with your agency through a variety of channels, including phone calls, tweets, emails, and online forms. Your team likely strives to make sure each interaction is pleasant and provides the client with what they need at the time, but it’s hard to consider the bigger experience when you’re in the weeds. That’s why it’s up to program managers and those in leadership positions to take a step back from single interactions and consider the client’s entire journey throughout your organization.

A client’s journey may begin with an application and end with a finalized adoption, but between those points, they interact with nearly every department at your agency. It’s important to create a consistent experience for your client and staff.

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UX, LeadershipSara Shepherd
Forms As Trust Building Opportunities

Everything your organization puts out into the world - the way your receptionist answers calls, your business cards, and your website - is an expression of your values and culture.

The same goes for online forms: though they may seem to be just boring (though necessary) hoops to jump through, every form offers a chance to communicate to and build a relationship with your clients.

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UX, LeadershipSara Shepherd
What Makes a Good Form Field?

SAM offers 15 main field types to choose from, and each type can be further customized. Sometimes more than one field type might fit your purpose. Remember that this field should make things easier for your agency and clients - so be thoughtful when picking the field type and choose one that maximizes the accuracy of the data collected while minimizing the work required to fill it out.

For example, when collecting eye color data, it is better to give options (such as with a list or checkbox field) than leave it as a text field. This is because we already know the possible responses for eye color.

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UXSara Shepherd
Creating User-Friendly Forms

Have you ever clicked way from an online form that seemed too time consuming to fill out? Or perhaps you've wondered why a website was asking for your contact information. Prevent form-abandonment and speed up data entry on your website by sticking to a few guiding principles of form design.

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UXSara Shepherd