Websites & patient experience · Website help · Documents and embedded tasks

Make document opening behaviour predictable

A document link that silently opens a new tab can leave visitors confused when Back does not return to the website. A forced download can create a similar surprise on mobile.

What to change

Agree predictable opening behaviour and make any important change of browsing context understandable before activation.

A worked example

Illustrative example

A visitor knows that a leaflet opens separately, closes that view and returns to the original location page without repeatedly pressing an ineffective Back button.

How to check the result

Accept when opening and returning behave as communicated across supported browsers, with the original task preserved where relevant.

A mistake to avoid

Adding the same new-tab behaviour to every external link can create more interruptions than it resolves.

Your action checklist

Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.

Decisions to record

Entries stay in this page and are not submitted to Kay & Co. Download your notes before leaving; the page does not save them.

Healthcare website design showing connected desktop and mobile service and enquiry layouts.
Make the service and next step clear on every screen.
Healthcare website accessibility illustrated by a focus outline, keyboard key, contrast samples and form.
Review keyboard access, contrast and understandable form fields.
Healthcare website testing with desktop and mobile forms, a checklist and success and error states.
Check complete journeys and explain failures clearly.

Further reading

These primary sources provide additional context for the project decisions above.

Related decisions

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