Explain whether a downloaded form must be returned

What to change

Describe the task associated with each document before the download and inside it. Confirm the approved return route and avoid using a general inbox by default.

A worked example

Illustrative example

A registration form says it should be completed through the practice's stated process, while a welcome guide says it is for reference. The library descriptions repeat these distinct purposes.

How to check the result

A visitor can identify whether downloading the item creates any further action for them.

A mistake to avoid

Do not rely on the file extension or a signature box to communicate that a document must be returned.

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 recordLabel the document as information to read, a form to complete or another specific task.State who needs to complete it and at what point in the appointment process.Explain the approved return method or where to ask if the person cannot use it.

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.