A simple template to understand the problem before making changes

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How to use this template

This template helps you capture the real problem before asking for a website change. Fill it in with clear examples, user feedback, and the task people are trying to complete. Once complete, it gives everyone a shared understanding of the issue and makes it easier to choose the right fix without guesswork.

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1. What’s the issue?

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Describe what’s happening in plain terms.

• What do people struggle with?
• What triggered this request?
• Is it a one-off complaint or a repeating pattern?

Notes:

People can’t find the payment page.

Users keep calling about form errors.

Staff say the steps don’t match the actual process.

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2. Who is affected?

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Describe what’s happening in plain terms.

• What do people struggle with?
• What triggered this request?
• Is it a one-off complaint or a repeating pattern?

Notes:

If you have any real examples or quotes, add them here.

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3. What task are users trying to complete?

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Write the exact action or step.

• Pay a bill
• Lodge a request
• Download information
• Submit a form

Notes:

Keep this focused on the user’s goal, not your internal process.

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4. What’s currently getting in the way?

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Describe the barriers.

• Hard to find the page
• Too many steps
• Confusing content
• Technical errors
• Accessibility issues

Notes:

If you have screenshots or examples, link them.

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5. What impact is this causing?

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Explain how this affects users and the organisation.

• Rising calls and emails
• Drop-offs in forms
• Incorrect submissions
• Delays for staff
• Complaints </aside>

6. What’s already been tried?

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List what your team has done so far.

• Small fixes
• Content updates
• Workarounds
• Manual support

Notes:

This helps avoid repeating effort.

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7. What does “good” look like?

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Describe the expected outcome.

• People can complete the task on their first attempt
• Information is easy to follow
• Fewer calls
• A clear, simple pathway

Notes:

Focus on how things should work, not the solution.

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8. What’s the urgency and timeline?

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• Is there a deadline?
• Is this tied to compliance or a public date?
• Is the issue growing? </aside>

9. Who needs to be involved?