The operational decision
Make public intake instructions easy to scan and navigate. Intake communication should make the available choices understandable without requiring a particular reading style, device or input method. Operational accessibility work can be tested with fictional inquiries and public information.
Prepare the workflow
Use semantic headings for what to prepare, what happens next and how to contact staff; keep the order logical rather than using size alone.
Example wording for approval
“What to include, What happens next and Contact the firm are separate sections in this example. Each heading should identify a real stage or task.”
Worked example
A fictional intake guide has attractive typography but an outline containing only one heading followed by styled paragraphs. Add descriptive semantic headings for the preparation, submission and staff-review stages. Navigate by headings without reading every paragraph and check whether the process remains understandable. Avoid a heading saying Appointment confirmed above text about a pending request. The structural review checks both accessibility and truthful stage labels, so correct markup does not excuse a misleading description of what the form actually does.
Handoff record
Record these task-specific fields: page URL, heading hierarchy, section purpose, editor.
Acceptance check
Inspect the heading outline without reading the whole page. The sequence should explain the inquiry process without skipping essential instructions.
Further reading
Legal intake capacity calculator ↗
Try Ava with your business’s public information ↗