microsoft/hve-core

---
title: "Objective 7 - Provide Help and Support"
description: "Objective 7 covers patterns that explain consequences, offer in-context help, gather feedback, and confirm important actions."
---

# Objective 7 - Provide Help and Support

Objective 7 covers patterns that explain consequences, offer in-context help, gather feedback, and confirm important actions. The user need is "Feedback and Confirmation": users with cognitive and learning disabilities benefit when the interface explains outcomes before they commit, makes help easy to find, and reminds them of upcoming events or tasks.

Source: W3C, Making Content Usable for People with Cognitive and Learning Disabilities, Objective 7, <https://www.w3.org/TR/coga-usable/#objective-7>.

## control-clearly-state-the-results-and-disadvantages-of-actions-options-and-selections

**Control 7.1 Clearly State the Results and Disadvantages of Actions, Options, and Selections**

Users must know what an action will do before they commit. Hidden consequences (recurring charges, account merges, irreversible deletions) damage trust and exclude users who cannot easily reverse mistakes.

**Design patterns**:

* State the outcome of each action in plain language before the user commits.
* Disclose recurring or future commitments (subscriptions, cancellation fees) clearly.
* Warn the user before irreversible actions.
* Show comparisons between options to help users choose.

**Assessment heuristics**:

* Confirm action labels describe the outcome (for example, "Send invoice" rather than "Submit").
* Confirm recurring commitments are disclosed before the user commits.
* Confirm irreversible actions are flagged and require confirmation.

Source: <https://www.w3.org/TR/coga-usable/#objective-7>.

## control-provide-help-for-forms-and-non-standard-controls

**Control 7.2 Provide Help for Forms and Non-standard Controls**

Help must be available where the user needs it, not buried in a separate help section. Inline help, examples, and tooltips placed next to form fields and non-standard controls answer questions at the point of confusion.

**Design patterns**:

* Provide inline help next to fields that may confuse users.
* Provide format examples for fields with specific format requirements.
* Provide tooltips and inline guidance for non-standard controls.
* Link to detailed help where inline guidance is insufficient.

**Assessment heuristics**:

* Confirm inline help appears next to fields that require explanation.
* Confirm format examples appear next to fields with specific format requirements.
* Confirm non-standard controls have inline guidance the first time they appear.

Source: <https://www.w3.org/TR/coga-usable/#objective-7>.

## control-make-it-easy-to-find-help-and-give-feedback

**Control 7.3 Make it Easy to Find Help and Give Feedback**

A user who cannot find help is a user who abandons the task. Help and feedback links must be present in conventional locations on every page, with multiple contact methods so users can choose the one that suits them.

**Design patterns**:

* Place help links in conventional locations (header or footer) on every page.
* Offer multiple contact methods (chat, phone, email, web form).
* Provide a clear feedback channel so users can report problems.
* Avoid burying help behind multi-level menus.

**Assessment heuristics**:

* Confirm help and contact links appear on every page in a consistent location.
* Confirm at least two contact methods are available.
* Confirm a feedback channel is available for users to report issues.

Source: <https://www.w3.org/TR/coga-usable/#objective-7>.

## control-provide-help-with-directions

**Control 7.4 Provide Help with Directions**

Wayfinding within a site or application must be straightforward. Breadcrumbs, clear page titles, and visible site maps help users keep track of where they are and find their way back.

**Design patterns**:

* Provide breadcrumbs showing the current location within the site.
* Use descriptive page titles that match the user's location.
* Provide a site map for complex sites.
* Show "you are here" indicators in navigation.

**Assessment heuristics**:

* Confirm breadcrumbs appear on every page below the home page.
* Confirm the active navigation item is visually distinct.
* Confirm a site map is provided for sites with more than a few sections.

Source: <https://www.w3.org/TR/coga-usable/#objective-7>.

## control-provide-reminders

**Control 7.5 Provide Reminders**

Users with memory or attention differences benefit from reminders about upcoming events, expiring sessions, scheduled appointments, or incomplete tasks. Reminders must be timely and dismissible.

**Design patterns**:

* Offer reminders for upcoming events, appointments, or expirations.
* Allow the user to choose the reminder channel (email, in-app, push).
* Allow the user to dismiss or snooze reminders.
* Avoid spamming users with unnecessary reminders.

**Assessment heuristics**:

* Confirm reminders are offered for time-sensitive events.
* Confirm reminders can be customised by channel and frequency.
* Confirm reminders can be dismissed or snoozed.

Source: <https://www.w3.org/TR/coga-usable/#objective-7>.

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