Offer a direct way to remove restrictive filters

What to change

Ask for active constraints to remain visible and removable when a result set is empty.

A worked example

Illustrative example

A visitor searching within one branch sees that the branch filter is active and can remove it to explore matching services elsewhere.

How to check the result

Accept when an empty result state exposes the conditions that produced it and offers working, understandable ways to broaden the search.

A mistake to avoid

Automatically clearing all filters without explanation may produce results while hiding why the original combination failed.

Your action checklist

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.

Decisions to recordCreate a test combination that returns no matches. Inspect whether the query and each active filter are still available for review and adjustment.Remove one constraint and check the results update appropriately. Ask the supplier to preserve unrelated choices so the visitor can recover deliberately.Use a keyboard and screen reader to reach the recovery controls. The empty state should not replace the entire search interface with a dead-end message.

Evidence, open questions and decisionsNext action and responsible role

Entries stay in this page and are not submitted to Kay & Co. Download your notes before leaving; the page does not save them.