How to Report a Website Problem: 6 Details That Help Support

The six points in the video

This is a silent video. The headings, explanations and labels below reproduce the information on screen.

1. 1

   Step 1: Name the page and the task

   0:18

   Include the page address and what you were trying to do.

   On-screen labels: Page address; Intended task; Affected feature.

2. 2

   Step 2: List the steps in order

   0:30

   Describe the actions needed to reach the problem.

   On-screen labels: Starting point; Actions taken; Problem step.

3. 3

   Step 3: Compare expected and actual

   0:42

   Explain what you expected and what happened instead.

   On-screen labels: Expected result; Actual result; Visible error.

4. 4

   Step 4: Include the useful context

   0:54

   Give the time, browser and device where you noticed it.

   On-screen labels: Browser and device; Time observed; Repeatability.

5. 5

   Step 5: Share appropriate evidence

   1:06

   A screenshot can help; remove passwords and private customer details.

   On-screen labels: Relevant screenshot; Exact error text; Sensitive details removed.

6. 6

   Step 6: Explain the customer impact

   1:18

   Say which task is blocked and whether a workaround exists.

   On-screen labels: Affected visitors; Blocked task; Available workaround.

Common questions

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