UNFOLD INSIGHTS / WEBSITES

Before you redesign, review the enquiry journey.

A practical starting point for finding where your website leaves visitors uncertain.

By Unfold PR Studio · 9 October 2026 · Practical studio guidance

Start with the customer’s question

Can a new visitor quickly understand what you do, who it is for and how to contact you? Review the page without relying on what you already know about the business.

Follow one complete journey

Choose a common customer need. Follow it from the first page through the service explanation to the contact form. Record confusing labels, missing information and unnecessary steps.

Check the enquiry route

Look at labels, required fields and feedback. Ask only for information needed to start a useful conversation. Verify that an enquiry reaches the right person and that a visitor sees a clear confirmation.

Prioritise before redesigning

Write a short list of problems and their business impact. Some may need clearer wording or a simpler contact route; others may need structural design work. Agree what success means before starting.