Understand service performance
How users find your service
- Part of
- Product management collection
- Last reviewed
- 30 September 2026
Understanding how users find your service helps you improve access, reach and user journeys.
User behaviour, search technology and digital channels continue to evolve. Review how users find your service regularly to make sure your measures reflect current behaviour.
Why it matters
Understanding how users find your service can help you answer questions such as:
How are users arriving at the service?
Which channels are most effective?
Are users finding the service at the right point in their journey?
Which content or campaigns are generating demand?
Are changes in user behaviour affecting how users access information?
Measures should help teams understand and improve access to services rather than simply maximise traffic.