- 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
<!-- "Contact support" link on step 1, missing on step 2 -->Why it matters
People with cognitive disabilities and anyone who needs help quickly during a task.
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.
<!-- "Contact support" link present, in the same place, on every step -->A repeated help mechanism must stay available in a consistent location across every screen where it's offered.
Outcome
On an insurance company's claims form, this barrier is gone for people with cognitive disabilities and anyone who needs help quickly during a task — they can finish what they came here to do.
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