Improve the customer journey
Follow a customer from their first question to the handover. Find the missing information before deciding what to build.
Start with the customer task
Identify what customers need to decide, submit or track at each step.
Design the whole journey
Connect content, the website and the receiving team. Set expectations for what happens after an enquiry.
Review with real users
Check whether people can complete the task, where they hesitate and what they expect next.