• 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 

<!-- Logged out -->
<header><a href="tel:18005551234">Call us: 1-800-555-1234</a></header>

<!-- Logged in -->
<header>
  <button aria-haspopup="menu">Account</button>
  <!-- phone number now buried inside this menu -->
</header>

Why it matters

A patient who noticed the phone number in the header before logging in can't find it there anymore afterward, since it's now hidden inside an account submenu.

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

Keep the help contact method in the same relative order in the interface whether the user is signed in or not.

<!-- Logged in, same relative position -->
<header><a href="tel:18005551234">Call us: 1-800-555-1234</a></header>

Outcome

A patient calling with a refill question finds the same phone number in the header before and after signing in.

Who is affected

Users with cognitive disabilities and older adults who rely on phoning for help lose easy access to the number right after logging in, when they most likely have an account question.

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