For cases where applications don’t have a transactional reference for the user’s issue (including queries unrelated to any transactions), the Home screen provides access to help.
The suggested position for Help on the Home screen is in the top bar.
While the most common and recognisable icon is the (?) icon, when it is used without a label it does not provide clarity to many users. Our research has shown that the label ‘Help’ nested in the (?) icon reinstates the option and provides full clarity.
UX Guidelines
✅ DO
- Keep the icon above the fold
- Label the icon ‘Help’
- Make the icon a minimum height of 44px and have sufficient affordance
❌ DO NOT
- DO NOT nest the icon under the Profile section or Menu
- DO NOT use icons without text labels for the Help icon (applies only to Help icon)
- DO NOT Place it at the bottom of the screen (below the fold)
