WCAG (Level AAA) SC 3.3.5 Help (w3.org)
Issue description
WCAG 3.3.5, “Help” goes beyond the basic requirements for error identification and prevention by recommending that websites provide context-sensitive help to assist users in completing forms or input tasks. This Level AAA criterion recognizes that some users may need additional support to understand the purpose of a form or how to provide the correct information.
While clear labels, instructions, and error messages are essential, some users might still struggle with:
- Complex forms: Long or complex forms with many fields can be overwhelming for some users, especially those with cognitive disabilities.
- Unfamiliar tasks: Users might be unfamiliar with the specific task they are trying to complete or the information required.
- Technical terms or jargon: Forms that use technical terms or jargon can be difficult to understand for some users.
Why context-sensitive help matters:
- Improved comprehension: Providing context-sensitive help can help users understand the purpose of the form and how to complete it correctly.
- Reduced errors: It can help users avoid making mistakes and reduce frustration.
- Enhanced user experience: It creates a more supportive and user-friendly experience for those who need additional assistance.
WCAG requirements
This guideline recommends that context-sensitive help is available for completing and submitting the form. This can include:
- Field-specific help: Provide help text or tooltips that appear when the user focuses on a specific field or clicks on a help icon.
- Examples and explanations: Provide examples of valid input or explanations of complex terms or concepts.
- Step-by-step instructions: Offer step-by-step instructions or tutorials on how to complete the form.
- Live chat or support: Provide access to live chat or other support channels where users can ask questions and get assistance.
Benefits
- Increased comprehension: Users can easily understand the purpose of the form and how to provide the correct information.
- Reduced errors: It helps prevent users from making mistakes and reduces frustration.
- Improved user experience: It creates a more supportive and user-friendly experience for those who need additional assistance.
Essentially, this guideline encourages websites to provide proactive support to help users successfully complete forms and input tasks, making the website more accessible and user-friendly for everyone.
Who this issue impacts
Follow the links for additional information on user impairments:
Suggestions for remediation
Remediating WCAG 3.3.5, “Help” involves providing context-sensitive help to assist users in completing forms or input tasks, making your website more accessible and user-friendly. Here’s how:
Provide context sensitive help
- Field-specific help: Offer help text or tooltips that appear when the user focuses on a specific field or clicks on a help icon next to the field. This help should explain the purpose of the field and the type of information required.
- Examples and explanations: Provide examples of valid input or explanations of complex terms or concepts used in the form.
- Step-by-step instructions: If the form is complex or involves multiple steps, offer step-by-step instructions or a tutorial on how to complete it.
Make help easily accessible
- Visible cues: Use clear visual cues to indicate where help is available, such as question mark icons or “Help” links.
- Consistent placement: Place help consistently throughout the website, so users know where to find it.
- Keyboard accessibility: Ensure that the help features can be accessed and used with a keyboard.
Use a variety of help formats
- Text: Provide concise and clear text explanations.
- Images and diagrams: Use images or diagrams to illustrate concepts or instructions.
- Videos: Use videos to demonstrate how to complete the form or task.
- Live chat or support: Offer access to live chat or other support channels where users can ask questions and get assistance.
Consider user needs
- Cognitive disabilities: Ensure that the help content is written in plain language, uses simple sentence structures, and avoids jargon or complex terms.
- Visual impairments: Ensure that the help content has sufficient color contrast and is compatible with screen readers.
Testing
- Screen reader testing: Test the help features with screen readers to ensure they are accessible and provide the necessary information.
Examples
- Tooltip for a date field: When the user focuses on a date field, display a tooltip that says “Please enter the date in MM/DD/YYYY format.”
- Help link for a complex form: Provide a link labeled “Help with this form” that opens a page with detailed instructions and examples.
- Live chat for account registration: Offer a live chat option for users who need assistance with the account registration process.
By implementing these techniques, you can provide users with the support they need to successfully complete forms and input tasks, making your website more accessible and user-friendly for everyone.
