Update contact page with different avenues for contacting the team #5072
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Regarding, "although this removes the warning text added in #1211 and moves it to the bottom of the page, making it poteitially less clear", my personal hypothesis is that it is now clearer than before. But not everyone agrees. That's why we will be monitoring for any changes in the number of requests we get from the public and potentially make more changes later. |
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I've made an issue following this up so that it doesn't get lost to revisit this https://github.com/alphagov/design-system-team-internal/issues/1121 (team access only) |
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Change
Expands the contact page with more heading sections for different user groups to make it easier for users to get what they need out of our contact page and set expectations per group.
Resolves https://github.com/alphagov/design-system-team-internal/issues/1118
Co-written with @selfthinker, @seaemsi and @emma1carter
Notes
This touches on an old concern around members of the public not understanding that we aren't a 'front door' for government. We've tried to address this in the members of the public section, although this removes the warning text added in #1211 and moves it to the bottom of the page, making it poteitially less clear.
From some extremely shallow, anecdata analysis, it's not clear that that PR made a huge difference to the number of public support queries we recieve. It's also unclear if this would make that problem worse, although it's a fair hypothesis that it would make it better for our users.
The suggestion with this PR is to opt for reduced friction and focus on getting our users what they need first over trying to 'catch' members of the public and consider following up with analysis over the past 3 months and the 3 months after we release this change. We can then respond accordingly.