# Contact Page Friction Audit

Remove uncertainty about who can make contact, appropriate reasons, available channels, required information, response expectations, privacy, and alternatives.

## Usage note

Test the page using real contact reasons and the full downstream process. A short form is not automatically low friction if users cannot choose the right channel, understand data use, or receive a useful response.

## How to use this template

1. Map real contact reasons to responsible teams, suitable channels, and available self-service.
2. Review page promises, eligibility, required information, privacy, accessibility, and response expectations.
3. Complete every main route and test validation, failure, confirmation, and escalation states.
4. Compare collected fields and routing behavior with the stated purpose and current process.
5. Prioritize fixes by user harm, verify them end to end, and assign monitoring ownership.

## Blank template

### Contact journey inventory

- **Contact reason:** [Enter]
- **User situation and urgency:** [Describe]
- **Best channel:** [Form / Email / Phone / Help / Account / Other]
- **Eligibility or plan limit:** [Enter or None]
- **Owning team and queue:** [Enter]
- **Self-service option:** [URL or None]
- **Expected response:** [Range and business hours]
- **Escalation or alternative:** [Enter]

### Page clarity

- [ ] Page heading and introduction explain who the contact options serve.
- [ ] Contact reasons use reader language and lead to the correct channel.
- [ ] Availability, fees, hours, and response ranges are stated before effort.
- [ ] No channel is presented as support when it cannot resolve the request.
- [ ] Privacy, accessibility, security, and urgent-issue routes are discoverable.
- [ ] Phone, email, address, and links are current and usable.
- **Missing user question:** [Enter]
- **Misleading promise:** [Enter or None]

### Form and confirmation

- **Fields required and reason:** [List]
- **Sensitive information warning:** [Write]
- **Format and upload guidance:** [Enter]
- **Validation and error recovery:** [Describe]
- **Consent or privacy text:** [Reference]
- **Confirmation message:** [What happened and reference]
- **Next step and response time:** [Enter]
- **No-response recovery:** [Enter]

### Test and action log

- **Journey/device/assistive technology:** [Enter]
- **Observed barrier:** [Describe]
- **Impact:** [Blocking / Serious / Moderate / Minor]
- **Owner:** [Content / Design / Engineering / Operations]
- **Required outcome:** [Describe]
- **Fixed version and retest:** [Enter]
- **Monitoring signal:** [Delivery failures, feedback, routing, other]
- **Next review trigger:** [Enter]