We've just updated one of our 10-year old web applications and in doing so have removed a "back" and "forward" button on the main menu. Our reasoning behind this change is that the web browser has a back and a forward button, so why duplicate the functionality?
One of the users has mentioned this and asked if they can have the buttons back. I'm torn because I clearly want to keep the users happy, but on the other hand, I'm pretty sure it's bad practice.
Is there some terminology or rule for this bad practice, or a design mantra or something I can quote to the user? I'm looking for something they can look up and read more on if they want.
I'm sure I've heard of something before, possibly related to the general training of users (e.g. if most sites on the internet do something one way, I'd be mad to do it a different way..).
We may well end up adding the buttons back in to appease the user, but I'm now curious...!