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Update: I spent 3 weeks last November redesigning our signup flow, and our support tickets went UP
So back in November I finally got approval to cut our signup form from 11 fields down to 4, and I was pretty proud of it. But over the next 3 weeks our support inbox got flooded with people asking where to put their company name, which we'd moved to a second screen. Now I'm stuck debating two sides: one camp says fewer fields up front always wins and we should just add a better explainer tooltip at the end. The other camp says we actually hid context people needed and we should go back to asking everything on one page, even if it looks heavier. I genuinely don't know which is right, because the completion rate went up 8% but the ticket volume killed the savings in time. So for the folks here who've done this, do you cut fields and eat the follow-up questions, or keep the long form and trust people to just fill it out?
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