The Riverside Club’s Form Fix: Personalizing the Membership Experience with Page Rules
Every spring, the Riverside Community Club opens its doors to new and returning members. With activities ranging from book clubs and yoga sessions to family game nights and weekend getaways, the club has something for everyone, individuals and families alike.
This year, the club decided to move away from their old paper-based registration system and embrace a more efficient, digital-first approach. Enter Zoho Forms.
Priya, the club’s membership coordinator, was in charge of setting it up. She built a comprehensive membership form with all the essentials, including contact details, preferred membership type, payment info, and even an optional section to gather family member details for those signing up under the Family Membership category.
Everything seemed to be in place. The form was structured into pages to avoid overwhelming users. The first page asked users to select their Membership Type, either Individual or Family. If they chose Family, they’d proceed to the next page to enter family member information. If they chose Individual, they can move straight to the payment section. That was the plan.
But within a few days of launching the form, Priya started noticing a pattern. Several users, particularly those opting for Individual Memberships, were abandoning the form midway or sending emails with questions like:
“I’m not adding any family members. Why am I being asked for their names and details?”
“Do I have to fill this part out even if I’m joining alone?”
That’s when Priya realized the form was not adapting to the user’s input the way it should. The Family Membership section was being shown to everyone, regardless of what they had selected on the first page.
She needed a way to make the form smarter to guide users down different paths based on their choices. That’s when she discovered Zoho Forms’ Page Rules.
With just a few clicks, she created a rule:
- If "Membership Type" is "Individual Membership"
- Then, the form directly skips to Page 3 (Payment Details)
Now, users who selected Individual Membership were taken straight to the payment page, completely bypassing the irrelevant family member section. Only those who selected Family Membership would proceed to Page 2, where they could add their loved ones’ details.
It was a small change, but it transformed the user experience entirely.
The Outcome
After implementing the page rule, feedback flipped. Users appreciated how seamless the form felt. Completion rates improved, and the number of support emails dropped significantly. Priya no longer had to clarify which sections to skip or what fields were optional -the form now guided users naturally.
Most importantly, it left a great first impression. Members felt like the form understood them—whether they were a solo yoga enthusiast or a family of five looking to join weekend picnics.
Why Page Rules Matter
This experience taught Priya and the Riverside Club a valuable lesson: personalising a form’s flow can make all the difference. With Zoho Forms’ Page Rules, they were able to:
- Make the form more intuitive and relevant
- Reduce confusion and unnecessary scrolling
- Streamline the user journey based on real-time input
- Increase submission rates and reduce drop-offs
All without writing a single line of code.
Page Rules in Zoho Forms might seem like a small feature, but as Priya learned, the ability to show only what matters can turn a generic form into a thoughtful, user-friendly experience.
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