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Business Website Scenarios

A business website should be designed around the transaction or decision the customer needs to complete. A tradesperson, restaurant, consultant and charity may all need clear pages and contact details, but their…

1 published guides0 subtopicsUpdated 21 July 2026

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Website for Charities and Community Groups

A charity or community website should explain purpose, governance and use of funds in language supporters and beneficiaries can understand. It also needs accessible participation, controlled fundraisi…

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Practical guide19 October 2026

Website for Charities and Community Groups

A charity or community website should explain purpose, governance and use of funds in language supporters and beneficiaries can un…

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About this section

Information checked: 21 July 2026.

In brief: Choose the operating scenario first; the page list and features should follow from it.

Start with the customer outcome

Common business scenarios
Scenario	Primary customer task	Operational dependency
Local service	Check fit, coverage and availability, then enquire	Fast mobile contact, service area and lead handling
Appointment business	Choose a service and reserve time	Calendar accuracy, reminders, cancellation and privacy
Professional advice	Assess expertise and request a scoped conversation	Evidence, conflicts, confidentiality and clear boundaries
Retail or e-commerce	Compare products and complete a purchase	Stock, payments, fulfilment, returns and support
Hospitality	Check menu, location, hours and book or order	Live availability, allergen information and rapid updates
Charity or community group	Understand the purpose, trust the organisation and act	Governance, fundraising controls and accessible participation

Build the minimum useful journey

Write the main customer question in plain English.
List the evidence needed before a customer will act.
Choose one primary call to action and a manual fallback.
Add only the functions the business can operate and support.
Test the journey with people unfamiliar with the organisation.

Separate shared foundations from specialist needs

Every site needs clear ownership, mobile usability, privacy information, working contact routes and accurate business details. Specialist requirements such as online payments, health claims, allergen information or charity fundraising should then be added only where they apply.

Before you publish

A scenario is defined well enough when the business can describe the customer task, evidence, responsible staff member, system dependency and fallback on one page.

The most common weak point

A common failure is choosing a fashionable feature before the business has defined who operates it. A restaurant adds online ordering without synchronised menus; a consultant adds instant booking without qualification questions; a charity adds donations without a reconciliation owner. The visible feature works in a demo but creates customer-service debt in daily use.

What the business should retain

Customer-journey map and named owner
Feature register with supplier and renewal
Manual fallback for every critical action
Quarterly decision log for adding or removing functions

What to do now

Choose one primary scenario and write the complete customer journey from first question to confirmed outcome. Any step without an owner, system or fallback should be resolved before design work continues.

Sources and date checked

This practical guidance was checked against the following primary sources. Date checked: 21 July 2026.