Usability problems occur when visitors have difficulty finding information, understanding a page or completing an important task. You can identify many of these problems by reviewing and testing your website from a visitor’s perspective.

1. Test common tasks

Choose the actions visitors are most likely to take and complete them yourself.

For example:

• Find a service

• Find your contact details

• Submit an enquiry

• Find pricing information

• Book an appointment

Note anything that is confusing, slow or requires unnecessary steps.

2. Check your navigation

Look at your main menu and ask:

• Are the labels clear?

• Can visitors find important pages easily?

• Are related pages grouped logically?

• Are there unnecessary menu items?

• Do dropdown menus work correctly?

If you have to guess where information is located, a first-time visitor may have the same problem.

3. Test the website on mobile

Use the website on a smartphone and check for:

• Text that is difficult to read

• Buttons that are difficult to tap

• Menus that do not work properly

• Content that extends beyond the screen

• Forms that are difficult to complete

Test important pages, not just the homepage.

4. Check your forms and important actions

Try submitting every important form yourself.

Check that:

• Required fields are clear.

• Error messages explain what needs fixing.

• The form works on mobile.

• The submission reaches the correct destination.

• Visitors receive appropriate confirmation.

Also test important buttons, links and booking functions.

5. Look for accessibility problems

Check whether people with different abilities can use important parts of your website.

For example, check keyboard navigation, text alternatives for meaningful images, colour contrast and whether information is communicated through more than colour alone.

WCAG provides recognised accessibility requirements and guidance for identifying and addressing these issues.

6. Ask someone unfamiliar with the website to test it

Someone who has never used your website can reveal problems you may overlook because you already know how it works.

Give them specific tasks and observe what happens rather than explaining where to click.