Chatbot Accessibility Playbook

Chapter 4:
Chatbot Accessibility Playbook: Plays

This section provides success criteria for evaluating chatbot accessibility. It is divided into five plays:

Each play contains one or more recommendations derived from a survey of guidance from industry and academia (Stanley et al., 2021), as well as the authors’ interpretation of existing WCAG success criteria. All surveyed sources are cited where used. Content without citation was created by the authors’ experience and interpretation.

Each recommendation in the playbook covers three phases of the development process.

Phase 1: Gather and Organize

  1. Icon for Read More Read more resources and Icon for Additional Information additional information about each recommendation
  2. Review the relevant Icon for Certification W3C WCAG Criteria and COGA Design Patterns
  3. Conduct Icon for User Research user research where needed


Phase 2: Design and Implement

  1. Answer Icon for Design Question design questions
  2. Review all Icon for Tip tips and Icon for Read More examples
  3. Watch out for Icon for Antipattern antipatterns


Phase 3: Test and Evaluate

  1. Measure progress against the playbook with relevant Icon for Self-check self-checks
  2. When testing with real users, observe this playbook’s Icon for Ask the User testing suggestions and Icon for Testing ask the user questionnaire items to measure success
  3. Iterate with results and feedback from testing