- Success Criterion 3.2.6
- Conformance level A
Phone Number Hidden in a Submenu Only After Logging In
3.2.6 — Consistent Help
Scenario
Setting
A pharmacy app's prescription-refill form
What’s wrong
Phone number appearing pre-login in header, post-login only inside a submenu (relative order changed).
Example
On a pharmacy app's prescription-refill form: phone number appearing pre-login in header, post-login only inside a submenu (relative order changed).
Why it matters
People with cognitive disabilities and anyone who needs help quickly during a task. On a pharmacy app's prescription-refill form, that means they can't predict where to find the same feature.
How to test
Compare the phone number's location across the flow: visible pre-login in the header, but only inside a submenu post-login, is a changed relative order and fails.
How to fix
Help mechanisms must appear in the same relative order/position on every page where they occur.
Outcome
With the fix in place on a pharmacy app's prescription-refill form, they predict where to look without relearning the layout, specifically for the “Phone Number Hidden in a Submenu Only After Logging In” issue on a pharmacy app's prescription-refill form.
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
- Self-Help Search Placed Differently Across the Same Site Section
- Help Option Missing on the One Step Users Struggle With Most