Improving our contact page based on your feedback

In our last blog, we asked for feedback on the first draft of the contact us page.

First of all, thank you to everyone who took the time to get back to us. I believe the contact us service will be better because of your observations.

We received 35 responses via the feedback form on the blog and by email with lots of helpful comments and suggestions.

What did the feedback say? 

The comments we received were wide ranging – from some who were not really keen on the new approach, to those who felt it was a big improvement.

Generally, there was a sense that, although it's an improvement on what’s on the current website, we could do more to make it simpler. For example, a lot of the people thought the page was cluttered and would benefit from having less options.

Others commented that there was a lot of scrolling to get to the information they wanted, and there was also feedback on the repetition of certain of information, like opening hours.

There were a few useful suggestions of information we could add. They included:

  • requesting information about a petition
  • booking a school visit
  • more in Gaelic
  • making it clear that we can provide translation services

We asked you give a score from 1 (poor) to 5 (excellent) for five aspects of the page. The average ratings for the questions we asked you to answer were:



Overall experience rating Cluttered vs clear rating Outdated vs modern rating Unappealing vs engaging rating Confusing vs intuitive rating
Average ratings based on all feedback 3.55 2.965 2.9 2.9 3.4

So what’s changing for the next version?

Taking the feedback onboard, I have created a much simpler version to test with people.

I have stripped back the information on the page so it only includes the main contact details and how to contact an MSP. People will be able to carry out the other common tasks using a dropdown form where they can leave their comments, or use the contact details provided.


the image shows the new design for the contact us page.

second image that shows the bottom half of the contact us page.

We will now include this page in our general testing of the new website.

Thanks again for all the useful comments and get in touch if you’d like to be involved in testing the website on