In this guide
Describe the point of difficultyAsk for an actionable formatKeep verification legitimateRecord only the useful preferenceCheck that the response solved the barrierA person asking for clearer instructions should not have to write a medical history to explain a practical barrier. “Please send the menu labels in text” or “one step at a time would help” can give support the information it needs. The request is about completing the task in a usable way.
The available format still depends on the responsible support team’s actual capabilities, so ask for a concrete adjustment rather than assuming a service exists.
Describe the point of difficulty
An image-only instruction may be hard to read with assistive technology. A rapid call may be difficult to follow. An unexplained field label may be unclear to a new user. These are specific interaction problems. Naming them gives the helper a better next action than a broad statement that the customer is not technical.
Ask for an actionable format
A text transcription, ordered sequence, written call summary or exact field-label explanation can be useful. W3C’s clear-instruction guidance provides a reference for reducing unnecessary complexity. The request should state what would help now. If the format is unavailable, the team should explain the actual supported alternative rather than promise a capability it does not provide.
Keep verification legitimate
An accessibility barrier in an account-recovery flow does not justify bypassing ownership checks or giving a stranger the recovery codes. Ask the provider that controls the account for a supported accessible route. An authorised helper can explain instructions while the owner completes protected steps. Usability and account security should be addressed together rather than treating secret disclosure as the only form of assistance.
Record only the useful preference
With an appropriate purpose, a case note can say that the customer prefers written ordered steps. It need not include an agent’s speculation or a diagnosis. ICO’s minimum-data principle is a useful reference for purposeful collection, but no compliance assessment is made here. The record should help the next interaction, not create an unnecessary personal profile.
Check that the response solved the barrier
Ask whether the person can identify the next step and relevant record. If not, revise the explanation rather than repeating it louder or requesting more private information. A good result is a customer who understands the supported route and can act through it. It is not a claim that every app, website or device has been certified accessible.
A useful written request can combine the barrier and desired format in one sentence: “I cannot read the small screenshot comfortably; please type the field labels and the next step.” This is an illustrative example. It keeps the conversation on the task and allows the helper to respond concretely without asking the customer to justify the request with sensitive history.
Questions about this guide
Can support keep my preferred format for the next case?
Ask what the team’s actual process supports and how the preference will be used. A useful record should remain accurate and limited to its purpose. You can clarify or change the preference later; it should not become a permanent assumption about your abilities.