Designed change
The designed intake would adapt its follow-up questions to the person's request and prepare a structured brief for staff review.
Illustrative scenario combining common practice needs. Software shown is a suggested stack.
Begin with language the client recognises
The proposed journey would start with a small set of understandable choices and a way to describe a request that does not fit them. The team would design follow-up questions around the information needed for the first conversation, with a route to assistance when someone cannot complete the form.
Make the answer useful to the receiving team
Submitted answers would be organised into a review brief through a tested handover process. Staff would confirm the appropriate service, identify missing instructions and assign the next action. The branches would guide information gathering while leaving the assessment of the request and any decision to accept work with the practice.
The practical lesson
A guided form should prepare the next conversation and leave room for requests that do not fit the menu.