- Success Criterion 3.2.6
- Conformance level A
Chat Widget That Changes Screen Position Between Pages
3.2.6 — Consistent Help
Scenario
Setting
A streaming music app's search results
What’s wrong
Chat widget bottom-right on most pages, bottom-left/hidden on checkout.
Example
A streaming music app's search results is a good example: chat widget bottom-right on most pages, bottom-left/hidden on checkout.
Why it matters
People with cognitive disabilities and anyone who needs help quickly during a task. The practical effect on a streaming music app's search results: they lose confidence they're in the right place.
How to test
Compare the chat widget's position across pages: bottom-right on most pages but bottom-left or hidden on checkout fails.
How to fix
Help mechanisms must appear in the same relative order/position on every page where they occur.
Outcome
That one change on a streaming music app's search results means they move confidently between pages.
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
- Contact Link That Moves Between Header and Footer Randomly
- 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