- 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
<!-- "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 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.
<!-- "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 a streaming music app's search results, this barrier is gone for people with cognitive disabilities and anyone who needs help quickly during a task — they reach the same outcome without extra effort.
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