The decision
Test labels against real visitor tasks. Keep specialist terminology where needed, but explain it instead of assuming every visitor understands the organisation's structure.
Rehearse this before accepting the change
Give a reader a service-finding task without telling them which menu to choose.
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
Measure wrong turns and requests for navigation assistance.
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
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