What to change
Ask the supplier to reveal additional questions beside the choice that makes them relevant and ensure only the current questions affect the enquiry.
A worked example
Illustrative example
Selecting Telephone reveals a number field directly after the preference choice. Selecting Email removes the telephone requirement and makes the email question the relevant next step.
Why this matters to your practice
Extra questions should feel like a natural response to what the visitor just chose. For example, selecting a callback reasonably leads to a telephone-number question. It should not quietly introduce a new requirement elsewhere on the page. Decide with reception which follow-up questions are genuinely necessary for each route. Ask the supplier to demonstrate changing direction as well as completing the happy path, because visitors often reconsider a choice while filling out a form.
How to check the result
Accept when revealed questions are discoverable, their requirements match the current choice, and hidden information cannot silently change the submitted request.
A mistake to avoid
An animation can draw visual attention but does not by itself communicate the new question to accessibility tools.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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