The story
Whereitstarted,andwhat we changed
Three stations, in the order the practice lived them. The first two are the practice's description of the old way; the third is the build.
Station 01
Starting point
New patient appointments contact depended entirely on one form. Its failure mode was silence, and the fallback plan was hope.
Station 02
The problem
For new patient appointments, a visitor hitting an error had to rummage through the footer for another way to make contact. Staff, meanwhile, had no agreed check for whether test messages actually reached the intended inbox.
Station 03
What we built
Visitors now see a backup contact method, honest error wording and advice on what to include when chasing up. Regular delivery checks submit the genuine form, covering visit reason, preferred day and callback details, to verify the full path.