Help ensures that when users need a little extra guidance—whether it’s examples, definitions, or explanations—it’s readily available right where they need it. This goes beyond just providing clear instructions—it’s about giving users the confidence to complete forms without frustration.
Who this impacts
- People with cognitive impairments: Clear, accessible help reduces confusion and supports users who may struggle with complex forms.
- Non-native speakers: Extra instructions or examples aid comprehension for those who might struggle with language nuances.
- Everyone: Readily available help improves usability, making tasks more approachable and less stressful.
How to meet Help
- Add instructions or examples for complex fields: Use tooltips, inline text, or links to provide additional guidance.
- Make help contextual: Place guidance near the field it applies to, ensuring users don’t have to search for it.
- Offer multiple support channels: Include live chat, email links, or phone numbers for users who need additional assistance.
Practical example
On Catbook’s “Create a Profile” form, a “Need Help?” link appears next to fields like “Favorite Nap Spot” or “Preferred Treat Flavor.” Clicking the link expands to show examples like “Sunny Windowsill” or “Chicken-flavored Crunchies,” offering examples to make filling out the form easier.
Exceptions
This guideline focuses on forms or interactions where users are likely to need clarification. If your labels are clear enough, simpler forms with obvious fields may not require additional support – see 3.3.2 Labels or Instructions.
Top tips
- Be proactive with guidance: Anticipate areas where users might struggle and provide help before they ask for it.
- Keep help non-intrusive: Use expandable sections or tooltips to keep the interface clean while offering support.
- Be clear and concise: Provide just enough help to clarify without overwhelming users with too much information.
- Test with real users: Ensure help options are easy to find and genuinely useful for all users, including those with disabilities.