What to change
Ask your supplier to complete the main visitor journey on a real phone with larger system text, keeping every question and action available.
A worked example
Illustrative example
A visitor's preferred larger text makes a contact form longer, but labels wrap, fields remain associated with them and the submit action stays accessible.
Why this matters to your practice
A phone's larger-text setting is a normal visitor preference, not an unusual edge case. A site that looks comfortable at its default size can become cramped when that setting changes. Ask your supplier to complete the main enquiry journey on a real phone with larger text enabled. Include menus, error messages and the final action. Your approval should focus on whether all information remains available and usable, rather than whether the original layout keeps exactly the same proportions.
A practical review example
A person who normally uses larger phone text should not have to reset that preference to contact the practice. Ask your supplier to begin with the menu, complete a fictional form, correct an error and reach confirmation using that setting. Rotate the device at the most crowded screen. Labels may wrap and panels may grow, but information should remain intact. A desktop preview narrowed to phone dimensions is useful preparation, yet it does not establish how the handset handles the person's actual text preference.
How to check the result
Accept when supported mobile settings preserve essential information and functionality throughout the journey, including error and expanded states.
A mistake to avoid
A responsive preview changes screen dimensions but may not reproduce the browser's handling of the user's actual text preferences.
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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