What to change
Ask your supplier to make primary controls respond promptly or explain their temporary loading state, with a useful fallback if the required feature never becomes available.
A worked example
Illustrative example
A visitor pressing Search immediately after the header appears receives a working search interaction or a clear loading state instead of an unexplained dead click.
Why this matters to your practice
A button that appears ready should respond when a visitor uses it. If it depends on something still loading, the temporary state needs to be clear. Ask your supplier to demonstrate the first few seconds of a visit on a slower connection and try the main action immediately. Also ask what happens if the required part never loads. A permanently unresponsive button can make the whole practice website appear unreliable even when the surrounding text looks complete.
A practical review example
A visitor may tap Search as soon as the header appears on a slower first visit. If the feature is not ready, an unexplained ignored tap can look like a broken site. Ask your supplier to demonstrate that early action and the transition to readiness. Repeat with a keyboard and a deliberate loading failure. The person should know whether an action was registered, needs retrying or cannot currently proceed, rather than repeatedly tapping a control that continues to look available without doing anything.
How to check the result
Accept when initial controls behave truthfully throughout loading and failure, without inviting repeated actions that might later execute unexpectedly.
A mistake to avoid
Disabling an action visually without explaining its temporary state can still make the website appear broken to a first-time visitor.
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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