3.3.5 Help

1. What is the goal of this criterion?

Imagine filling in a complex form – a tax return, perhaps, or a loan application. Suddenly you’re faced with a field asking for your “tax identification number for cross-border transactions”. Without help, you’d probably guess or abandon the form.

That’s exactly where WCAG Success Criterion 3.3.5 comes in: people with cognitive disabilities, learning difficulties – or anyone else – shouldn’t be left in the dark. The goal is clear: provide context-sensitive help that’s available exactly when it’s needed.

In short: you should always know how to complete a task successfully – without losing track or giving up in frustration.

2. What exactly does it require?

The requirement is refreshingly short: context-sensitive help is available. Full stop. In practice, that means:

Context-sensitive help is help text that provides information related to the function you’re currently performing. It’s needed above all where a label alone isn’t enough to explain the function fully.

When is help needed?

• For form fields that require special formats (e.g. dates, phone numbers)
• For terms that aren’t self-explanatory
• For input fields with special requirements or restrictions
• For complex functions or multi-step processes

Key conditions:

• The help must be easy to find
• It must relate to the specific place you’re at, not just point to a general help page
• You must be able to call it up when you need it – without losing your progress

This criterion is rated Level AAA – a particularly high bar for accessibility, but not a must for most websites. The Level A foundation is Labels or Instructions.

3. Why does it matter for accessibility?

Imagine you have dyslexia and need to fill in an online job application. The question “Please state your professional competencies” is unclear – does it mean personal strengths? Technical knowledge? Certificates? Without help, that can be a dealbreaker.

Context-sensitive help supports accessibility because it:

• helps people with cognitive disabilities understand and correctly complete complex forms
• supports people with reading and spelling difficulties with clear instructions and examples
• takes the pressure off older people who are less familiar with digital processes
• protects everyone from mistakes and helps more forms get completed successfully
• reduces stress and frustration caused by not knowing what’s expected

It also helps people who struggle to understand because of tiredness, distraction or difficult conditions (e.g. poor lighting, noise).

4. How to meet the criterion

The good news: adding context-sensitive help is usually simpler than it sounds. Here are some proven approaches:

Ground rules for good context-sensitive help:

• Right there: place help icons or links directly next to the relevant element
• To the point: short, understandable explanations without unnecessary jargon
• With examples: show concrete examples of the expected input
• Unobtrusive: help is optional and doesn’t interrupt the workflow

Practical tips:

For form fields:

• Place help buttons (e.g. “?” or “i”) with an accessible name right next to the label
• Use expandable help text or tooltips that are keyboard accessible and follow the rules of Content on Hover or Focus
• Show format hints (“DD.MM.YYYY”) as visible text, not just as a placeholder
• Display examples close to the field (“e.g. Jane Smith”)

For complex processes:

• Offer step-by-step guides
• Link relevant FAQ entries right where they apply
• Chatbots or live chat for instant help
• Captioned video tutorials or interactive walkthroughs

Technical implementation:

• aria-describedby to connect help text to form fields
• aria-expanded for expandable help sections
• title attributes only as a supplement – they’re hard to reach with a keyboard or on touch devices
• Structured help sections with clear headings

Tools and approaches:

• Help desk software whose articles can be embedded in context
• Guided tour libraries such as Intro.js or Shepherd.js – but check them for keyboard and screen reader support
• Progressive enhancement: help still works as visible text without JavaScript
• User testing to find out where help is actually needed

For help options that repeat across many pages, Consistent Help also applies.

5. Why this criterion matters for businesses

Context-sensitive help is much more than a nice extra – it has a direct effect on your completion rates.

1. Fewer drop-offs

Every unclear form field is a potential exit point. Context-sensitive help clears up uncertainty and leads to more successful completions – whether that’s orders, sign-ups or applications.

2. Lower support costs

Fewer confused people means fewer support requests. When your website explains itself and offers help in the right place, you take pressure off your customer service team and improve the experience at the same time.

3. Stronger brand perception and satisfaction

A website that guides people thoughtfully through complex processes comes across as professional and caring. That builds trust in your brand.

On the legal side: 3.3.5 is a Level AAA criterion and isn’t explicitly required by the European Accessibility Act or its German implementation, the Barrierefreiheitsstärkungsgesetz (BFSG) – the harmonised standard EN 301 549 refers to WCAG 2.1 Level AA for web content. Especially in complex applications, banking or insurance flows, though, context-sensitive help is a powerful lever for genuine accessibility. This section is general information, not legal advice.

6. The success criterion in the W3C’s words

Success Criterion 3.3.5 Help (Level AAA)

Context-sensitive help is available.

In short: there is help that relates to the task you’re currently performing.