- Success Criterion 3.2.6
- Conformance level A
Contact Link That Moves Between Header and Footer Randomly
3.2.6 — Consistent Help
Scenario
Setting
An insurance company's claims form
What’s wrong
Contact link in header on some pages, buried in footer on others within the set.
Example
Watch an insurance company's claims form closely and you'll spot this: contact link in header on some pages, buried in footer on others within the set.
Why it matters
People with cognitive disabilities and anyone who needs help quickly during a task. In this case (an insurance company's claims form), they have to relearn the layout on every page.
How to test
Compare the contact link's position across pages: header on some pages, buried in the footer on others within the same set, fails.
How to fix
Help mechanisms must appear in the same relative order/position on every page where they occur.
Outcome
Once corrected, an insurance company's claims form lets them predict where to look without relearning the layout.
Who is affected
People with cognitive disabilities and anyone who needs help quickly during a task.
Learn more
- Understanding Understanding document (opens in a new tab)
Related scenarios
- Help Mechanism Missing on Some Pages of the Same Process
- Chat Widget That Changes Screen Position Between Pages
- Help Link Order Shuffled Around the Footer From Page to Page
- Phone Number Hidden in a Submenu Only After Logging In
- Self-Help Search Placed Differently Across the Same Site Section
- Help Option Missing on the One Step Users Struggle With Most