- Success Criterion 3.2.6
- Conformance level A
Self-Help Search Placed Differently Across the Same Site Section
3.2.6 — Consistent Help
Scenario
Setting
A hotel booking site's room-selection page
What’s wrong
Self-help search present in one relative position on support pages and elsewhere on product pages of the same process set.
Example
Picture a hotel booking site's room-selection page: self-help search present in one relative position on support pages and elsewhere on product pages of the same process set.
Why it matters
People with cognitive disabilities and anyone who needs help quickly during a task. Here, on a hotel booking site's room-selection page, the result is they have to relearn the layout on every page.
How to test
Compare the self-help search's position on support pages versus product pages: a different relative position across the set fails.
How to fix
Help mechanisms must appear in the same relative order/position on every page where they occur.
Outcome
After the fix, the same visitor to a hotel booking site's room-selection page can now 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
- 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
- Help Option Missing on the One Step Users Struggle With Most