What to change
Write the arrival instruction from the visitor's point of view, using stable features the local team has checked. Explain any different entrance used for particular appointment sessions.
A worked example
Illustrative example
A clinic inside a business centre tells patients to use the courtyard entrance beside the centre's reception sign. It explains that the street-facing shop door belongs to another tenant.
Put it into practice
A current photograph can help, provided it shows the real route. Ask someone who has never visited to follow the instructions from outside. Their hesitation is useful feedback: it identifies the moment where a small addition could prevent an unnecessary walk around the building.
Describe the entrance from the direction visitors approach it where useful. A photograph taken from inside the grounds may show a different view from the one seen at the street.
What to agree before publishing
Use the entrance name and visible signs a first-time visitor will encounter. A current genuine photograph can help if it shows the actual approach rather than a decorative view of the building. Ask someone unfamiliar with the premises to explain which door they would use from the page alone. Where the route differs at particular times, identify that distinction clearly. The address may be correct while the arrival task still fails, so review the last few steps into reception as carefully as the map.
How to check the result
A first-time visitor can identify the correct door from the published description without recognising staff or internal room names.
A mistake to avoid
Do not rely on a photograph alone when a useful sentence can explain the difference between two similar entrances.
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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