01
Follow the same route as a visitor
Open an important service page directly on a phone. Check whether the page explains the service, who it suits and what happens after contact. Do not begin every test from the homepage: search visitors often arrive on a guide or a specific service page.
- Find the next step without opening the main menu.
- Check that the contact option refers to the service you are viewing.
- Confirm that the form remains usable with the keyboard open.
02
Test delivery, not just the button
Arrange one clearly labelled test enquiry with the person who receives messages. Check validation, the destination inbox or chat, and the confirmation shown to the visitor. A successful-looking browser message is not proof that email reached the right recipient. Never send repeated unsolicited test messages.
03
Keep click and enquiry counts separate
A WhatsApp click can open an app without the visitor sending anything. A phone click may not result in a connected call. Track those as contact intentions. Record a submitted form after the server confirms receipt, and mark a qualified enquiry only after the team confirms a real relevant need.
04
Make the test repeatable
Record the date, device, page, expected result and observed result. Repeat after changes to forms, analytics, navigation or contact details. Do not put message contents, email addresses or phone numbers into analytics event parameters. Keep personal contact records in the authorised enquiry system.
