3.3.5: Help

What it means

Context-sensitive help is available for complex tasks — instructions, tooltips, chat, or dedicated help links. AAA expects proactive help, not only error messages after failure.

Long forms and unfamiliar processes benefit most.

How to fix it

• Link to relevant help articles beside complex questions.
• Offer live chat or phone on high-stakes flows.
• Provide examples and tooltips before users submit.
• Keep help text updated when forms change.

Quick examples

• Good: Tax form fields link to plain-language help on each deduction type.
• Bad: A 40-field grant form has no instructions until submission fails.
• Good: Insurance quote tooltips explain jargon before users choose options.
• Bad: Help content exists but is buried three levels deep in the site.