The decision
Prioritise the action that matches the actual operational journey. Distinguish an appointment request from a confirmed booking and explain what happens after submission.
Rehearse this before accepting the change
Follow the main button from a phone; verify the destination fulfils its promise.
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 abandoned handovers and misdirected contact attempts.
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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