Our sales team struggled with mobile lead capture completion rates dropping to 45% due to excessive fields and poor touch interface. Field reps complained about tiny input boxes and mandatory fields that weren’t relevant in the field.
We implemented a custom mobile-optimized lead form in Zendesk Sell Mobile focusing on three areas: reducing fields from 18 to 8 essentials, enlarging touch targets to 44x44px minimum, and implementing smart field visibility based on lead source.
if (leadSource === 'trade-show') {
showFields(['company', 'contact', 'interest']);
} else {
showFields(['company', 'contact', 'phone']);
}
Results after 60 days: form completion jumped to 85%, data quality improved 30%, and reps reported saving 3-4 minutes per lead entry. The touch optimization alone reduced input errors by 65%.
Key was balancing data collection needs with field usability. Anyone else tackled mobile form optimization?
Absolutely did field testing! We gave beta access to 5 reps across different territories for 2 weeks. The outdoor visibility feedback was gold - we increased font sizes from 14px to 16px and switched to higher contrast colors. Also learned that autofocus on the first field was annoying on mobile because it triggered the keyboard immediately. Small details but they compound into major usability improvements.
Love seeing UX principles applied to CRM forms. The conditional field display based on lead source is smart - reduces cognitive load significantly. Have you considered progressive disclosure for optional fields? Like showing a “More Details” expansion for the 10 fields you removed? Sometimes reps do need to capture extra info but making it secondary keeps the main flow clean. We implemented this pattern and got positive feedback from both power users and casual users.
The 44x44px touch target standard is critical and often overlooked. We went further and implemented 48x48px for primary actions like submit buttons. Also added 16px spacing between interactive elements to prevent fat-finger errors. One thing that helped us massively was testing on actual devices in outdoor lighting conditions - what looks fine on a desktop monitor can be completely unusable in bright sunlight at a trade show booth. Did you do any field testing before rollout?