Choose one common customer question and follow it through the website and the team's current process.
Can a customer find the facility, available unit types and business-approved size guidance? Note which questions still require a call. Make examples useful without promising that a particular set of belongings will fit.
When someone asks about a unit, does the team receive the facility, unit type and question? Identify where staff must ask for the same information again.
Review the words shown after submission. Customers should understand whether staff still need to confirm availability or a reservation. Decide how the page should behave when current information is unavailable.
Check where customers complete the facility's required steps and who answers unresolved questions. Use existing approved vendor routes for sensitive transactions and access steps.
For example: a visitor can find the appropriate location and send a unit question; staff can find the request with its location and unit context. Repeat the test with a missing detail or changed unit information using fictional records.
A short account of the confusing step, the current tools and the person who maintains the information gives the first scope a useful starting point.