What to change
Ask your supplier to acknowledge pending navigation and keep the final destination consistent with the visitor's latest supported action, with useful recovery after failure.
A worked example
Illustrative example
A visitor opens Contact while a previous service-page request is still pending. The final displayed page matches the latest choice and shows a clear identity.
Why this matters to your practice
Slow navigation should acknowledge the visitor's choice without leaving them guessing whether a click registered. Ask your supplier to demonstrate a delayed page change and a second deliberate destination choice. The final page should correspond to the latest supported action, rather than whichever older response happens to arrive last. Also review failure: an understandable explanation or usable previous page is more helpful than a permanent blank transition. Clear page identity on arrival completes the reassurance.
A practical review example
A visitor may choose one service page, see no immediate response and then deliberately select Contact. Ask your supplier to reproduce the delay and explain which choice takes precedence. An older response should not unexpectedly replace the final intended destination. Then simulate a navigation failure and review the remaining page or recovery message. A loading indicator can help, but the practical result also includes an understandable arrival, usable controls and a clear account of what happened if the requested page never became available.
How to check the result
Accept when waiting, completion and failure are distinguishable, with no late response unexpectedly replacing the destination the visitor most recently requested.
A mistake to avoid
A full-screen spinner can acknowledge activity while preventing a useful change of mind; choose feedback proportionate to the actual transition.
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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