Areas 1 and 2
Where visitors give up
Design and UX
Can people find what they came for?
I look at layout, hierarchy, readability and how every key page behaves on a phone, plus accessibility basics: contrast, heading order, link text and alt text. I came up through design, so I can tell a site that just looks dated from one that's costing you enquiries.
What I usually find: pages organised around your org chart instead of what visitors want, the main action pushed below the fold on mobile, and years of small additions burying the things that matter.
Conversion paths and forms
Where do enquiries leak?
I follow the path from the pages people land on to the moment they enquire: forms, calls to action, phone links and booking flows. I test the forms myself, including what happens to spam and bot submissions.
Small things lose leads: a form that errors on mobile, a button that says “Submit”, a notification email that lands in junk, a thank-you page nobody tracks. These are usually the cheapest fixes in the report, and often the most valuable.
