# Email verification experience survey

Improve clarity when confirming a new account.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Where did you expect the message?

Answer: ____________________

## 2. Which instruction was unclear?

Answer: ____________________

## 3. What should happen after verification?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. The expected message location identifies where people look for verification instructions. Compare it with the documented delivery route without inferring a delivery failure from expectation alone.
2. An unclear verification instruction reveals whether the message explains the required action and its prerequisites. Clarify the observed process without asking for tokens or verification links; feedback does not diagnose message delivery failures.
3. Expected behavior after verification identifies the continuation users anticipate. Explain the verified next step without requesting tokens or assuming verification completes every setup task.

Interpretation caution: Do not collect verification links or tokens.


## Illustrative finding and follow-up

Observation: Users cannot find a route back to their task.

Action to test: Provide a clear continuation action.

Follow-up: After trying the change, repeat “Where did you expect the message?” with people who experienced it. Check whether they still describe the original issue: users cannot find a route back to their task. Compare explanations and sample context, rather than claiming the change caused an improvement.