Success Criterion 3.2.6
Conformance level A

Help Option Missing on the One Step Users Struggle With Most

3.2.6 — Consistent Help

Scenario

Setting

A hospital's patient portal appointment scheduler

What’s wrong

Help present on all steps except the one where users struggle (removal mid-set — inconsistent availability/order 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

Check every step of a multi-step process for the help mechanism: if it's present on all steps except the one where users are most likely to struggle, it 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 hospital's patient portal appointment scheduler, 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