Provide Help Where Needed

Some tasks are straightforward. Others? Not so much.

Whether it’s filling out a form, selecting a subscription plan, or uploading a document — users shouldn’t have to guess what to do next.

Accessible help isn’t about writing a long manual. It’s about putting useful, relevant support exactly where it’s needed.

That’s why WCAG 2.2 introduces 3.3.6 Accessible Help (Level A):

For complex tasks, users must be able to access help — such as instructions, tips, or a way to contact support.

Good Practice

• Provide inline instructions or placeholder hints
• Add examples right next to inputs (e.g., phone numbers, dates, formats)
• Use tooltips, “?” icons, or expandable help panels
• Include a contact link or chat option in workflows that might need human help
• Make help content keyboard and screen reader accessible

Example: Help Inline

<label for="phone">Phone number</label>
<input id="phone" name="phone" type="tel" aria-describedby="phone-help" />
<p id="phone-help" class="field-hint">
  Include country code, e.g., +44 1234 567890
</p>

Or use expandable guidance:

<details>
  <summary>What is a CVV?</summary>
  <p>The 3-digit number on the back of your credit card.</p>
</details>

Watch Out For

• Links to a generic “Help Center” with no context
• No way to get help mid-task (especially in multi-step forms)
• Hiding help behind hover-only elements (e.g., tooltips that don’t work with keyboard or screen readers)
• No guidance for fields with required formats or tricky inputs

Pro Tip

Help is not just for beginners.

Users with cognitive disabilities, language barriers, or those under stress (e.g., in a checkout flow) benefit immensely from clear, concise, just-in-time support. Even small touches — like showing examples, describing expected input, or offering a “Need help?” link — can prevent errors and reduce frustration.

Do this today: Review forms, account pages, checkout flows, or anything with more than one step. Is there help or guidance next to the tricky bits? Add short tips, examples, or even a friendly contact link — right where the user needs it.