Help your team understand why people contact you instead of using the website, and identify the information that is missing, unclear, or hard to trust.

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When to use it

• You get frequent calls or emails about things that should be online
• Staff keep answering the same questions
• You are updating content but do not know what matters most

When to use it

• A list of the most common reasons people contact you
• Clear gaps in website content
• Practical changes you can make without a redesign

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01. What people are contacting us about

Capture real enquiries so you are working from evidence, not assumptions.

Recent enquiries

Which questions come up again and again?

02. What people were trying to do

Understand the task behind the question, not just the question itself.

User intent

Are people looking for reassurance, instructions, eligibility, or next steps?

03. Where they should have found this information

Understand the task behind the question, not just the question itself.

Content check