What to change
Ask your supplier to replace endless loading or an unexplained blank player with an accurate failure message and an accessible alternative outside the component.
A worked example
Illustrative example
An unavailable introduction video presents a retry option and an adjacent transcript link, allowing the visitor to continue reading without waiting indefinitely.
Why this matters to your practice
A broken video should not leave an unexplained black rectangle or endless loading animation. Ask your supplier to show the failed-player state deliberately and provide a useful alternative outside the player itself. That might be a transcript or a relevant contact route, depending on the information involved. The wording should distinguish a playback problem from an unavailable service. Your team should verify the alternative content, because a technically working link is of little help if it does not answer the same question.
A practical review example
A preparation video may fail because its provider cannot load on the visitor's connection. Ask your supplier to demonstrate the failed state and open the accompanying transcript or other approved route. The message should explain a playback problem without suggesting the practice's service itself is unavailable. Your team should verify that the alternative actually supplies the relevant information. A working link to unrelated content would not resolve the visitor's task, even though it gives the failed player something clickable to display.
How to check the result
Accept when a failed player leaves the page understandable and the visitor has a working next action appropriate to the available content.
A mistake to avoid
A link to the same failing embed in a new tab is not a dependable alternative reading route.
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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