- Success Criterion 3.2.4
- Conformance level AA
Help Link Labeled Differently Every Time It Appears
3.2.4 — Consistent Identification
Scenario
Setting
A nonprofit's donation form
What’s wrong
Help links pointing to same help function labeled "Support" / "Help" / "FAQ" interchangeably.
Example
This shows up on a nonprofit's donation form: help links pointing to same help function labeled "Support" / "Help" / "FAQ" interchangeably.
Why it matters
Screen-reader users and people with cognitive disabilities who rely on consistent naming. Here, on a nonprofit's donation form, the result is they waste time hunting for something that moved.
How to test
Compare help/support links across pages: interchangeable use of 'Support', 'Help', and 'FAQ' for the identical function fails.
How to fix
The same function must use the same name, label, and icon across all pages.
Outcome
After the fix, the same visitor to a nonprofit's donation form can now move confidently between pages.
Who is affected
Screen-reader users and people with cognitive disabilities who rely on consistent naming.
Learn more
- Understanding Understanding document (opens in a new tab)
Related scenarios
- Same Feature Given a Different Name on Different Pages
- Search Function Labeled ‘Search’ Here and ‘Find’ Elsewhere
- Same Icon Meaning Different Things on Different Pages
- Shopping Cart Alternating Between ‘Cart’, ‘Basket’, and ‘Bag’
- Identical Icon Given Different Accessible Names for One Function
- Print Function Labeled Inconsistently Across the Site