RelataLabs / 2026-09-27
Check whether a button promises what actually happens next
A button's verb is part of the service promise. ‘Book an appointment’ suggests the person will finish with a booking; ‘Ask about availability’ says coordination is still pending.
Read the verb alone
Ask what outcome someone would expect from seeing only that button. Record the expectation before opening the destination.
Follow the destination
Check whether there is a connected calendar, human review, a form or just a prepared message. Do not infer capabilities from visual design.
Inspect the final state
After the action, identify exactly what was recorded. An enquiry received, a request pending and a confirmed appointment are different states.
Adjust the copy
If the journey only prepares an enquiry, choose a verb that says so. Review the confirmation screen or message as well.
Test with someone else
Ask them what they think will happen on clicking. Compare their answer with what the system actually does.
Example to adapt
If the practice reviews requests manually, use ‘Ask about availability’ and confirm ‘We received your enquiry and will contact you to arrange a time.’ Use ‘Book an appointment’ only when a booking is truly confirmed.
Final check
Verify the system's capabilities and the practice's process before choosing final wording.