Sadly, while it is a well known fact in the web design world and we sing, whisper, plead and patiently re-explain to our clients the need to grow trust and engagement prior to asking the users for their personal details. The issue is that we are a very small (and oft ignored) voice in a forest of security team paranoia, legal terms and conditions and marketing gotta collect ‘em all obsession.We have a form that, due to known data entry issues at the backend, we can guarantee an 80% failure rate for – and this is for our paying customers. Yet the business still insists that they jump through this hoop. I have to choke back hysterical laughter when I see the key project goal of reducing customer service calls by moving our clients online – and they sign up form alone will show 80% of them a big red error and tell them to call customer service to fix an issue which is ours in the first place.

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