What to change
Agree with your supplier how substantial overlays fit the browser's back-and-forward journey, preserving a clear route to the task underneath.
A worked example
Illustrative example
A visitor opens a full-screen location chooser from a form and uses Back to return to that form with its entered details retained.
Why this matters to your practice
A full-screen chooser can feel like a separate page. Visitors may reasonably press the browser's Back button expecting to return to the form beneath it. Agree that behaviour with your supplier and test it deliberately. The answer need not be the same for every tiny popup, but substantial overlays should fit a coherent navigation pattern. Check Forward as well as Back, so returning to an earlier state does not produce a blank layer or a set of outdated choices.
A practical review example
A full-screen location chooser may feel like a new page. A visitor presses Back expecting to return to the enquiry, but instead leaves the website. Ask your supplier to compare that action with the chooser's visible return control and agree a coherent pattern. Test opening from a deeper page, selecting a result and using Forward afterwards. The restored state should be complete and understandable, without a blank layer or a mixture of old results and new choices confusing the next action.
How to check the result
Accept when browser navigation follows the agreed mental model and does not unexpectedly discard work or create repeated empty history entries.
A mistake to avoid
Intercepting every Back action can be equally confusing if the visitor is deliberately trying to leave the website.
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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