What to change
Ask your supplier to explain session expiry and provide a clear route back to the appropriate task, stating honestly what information can be restored.
A worked example
Illustrative example
A visitor returning to an expired request draft is asked to sign in and then reaches the appropriate draft state with any necessary re-entry clearly identified.
Why this matters to your practice
When a signed-in session expires, visitors need to understand why the next action no longer works. Ask your supplier to show a clear sign-in route that returns to the relevant task where appropriate. Agree which draft information can be restored and which must be entered again, then describe that honestly. A generic login screen without context can feel like lost work. Avoid promising complete restoration unless the product's actual saving and security rules support it.
A practical review example
A visitor may return to a portal tab whose session has expired and press a normal action. Ask your supplier to demonstrate the explanation, sign-in route and resulting draft state using test credentials. Any required re-entry should be identified rather than hidden behind a generic login screen. Review browser Back as well, so an old page does not look live when its actions are no longer authorised. Promise restoration only to the extent the actual saving and security arrangements support it.
How to check the result
Accept when expiry never leaves a misleading active-looking interface and the recovery route reflects the site's actual retention behaviour.
A mistake to avoid
Promising to restore everything can mislead visitors where security or product rules intentionally require some information to be entered again.
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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