Diagnostics
Diagnose before you rebuild
A new website is a poor first purchase when nobody has named the actual breakdown.
Organisations often arrive wanting a new website because the current one feels old. Age is not a diagnosis. The useful question is where customers or staff get stuck: finding the offer, trusting it, enquiring, or getting served afterwards.
A diagnostic looks at that path with the channels that already exist — the site, Google, WhatsApp, paper, and whoever answers the phone. It separates what is a content problem, a journey problem, and a systems problem.
The output should change the brief. Sometimes the next step is a site. Sometimes it is a form, a clearer offer, or a dashboard. Spending on a rebuild before that decision usually recreates the same confusion in a newer layout.
Part of System reviews.