Practical guidance

What to clarify before rebuilding a website

Define the business purpose before you choose a layout or platform.

Key takeaways

Start with the customer decision: List the questions your customer needs answered before contacting you.
Agree the enquiry journey: Decide what a form must capture, who receives it and how follow-up is recorded.
Inventory existing URLs: Identify valuable pages before making changes.
Define release checks: Check direct page loading, mobile navigation, contact information, forms and measurement before publishing.

Start with the customer decision

List the questions your customer needs answered before contacting you. Organize pages around those decisions and your current products or services.

Decide what a form must capture, who receives it and how follow-up is recorded. Keep questions proportional to the first conversation.

Identify valuable pages before making changes. Preserve their addresses or plan a one-to-one redirect to the equivalent page.

Check direct page loading, mobile navigation, contact information, forms and measurement before publishing.