The decision
Provide templates for actual reception tasks and test them with the people who use them. Protect essential layout and factual elements while allowing necessary personalisation.
Rehearse this before accepting the change
Ask reception staff to create a fictional notice without designer assistance.
Use fictional examples and an authorised test environment. Record what happened, the evidence you inspected and any issue that still needs a responsible owner.
Choose a useful measure
Count template tasks requiring external help.
Agree the definition and baseline with the team doing the work. Review the result over a comparable period and note other changes that could affect it.
Your planning worksheet
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
Turn the brief into a working service
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