• 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 

<!-- Claim details page -->
<header><a href="/contact">Contact us</a></header>

<!-- Claim documents page -->
<footer><a href="/contact">Contact us</a></footer>

Why it matters

A claimant who found Contact us in the header while describing their claim can't find it there anymore on the documents page, since it's dropped down into the footer instead.

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

Keep the help or contact mechanism in the same relative position across every page of a single process.

<!-- Every page in the claims flow -->
<header><a href="/contact">Contact us</a></header>

Outcome

A claimant reaches Contact us from the same header spot no matter which claims step they're on.

Who is affected

Users under stress filing an insurance claim need the contact option in a predictable place, not one that moves between pages of the same form.

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