Recommendation 4.1.1:
Recognize task requirements and accessibility needs before selecting a chatbot platform
Benefits Users
Visual | Auditory | Cognitive | Speech | Physical
Phase 1: Gather & Organize
Read More
- An article describing examples of inaccessibility on multiple types of chatbots
User Research
- Ask users about their past experiences completing the tasks that the chatbot is intended to support. What accessibility barriers have they encountered? Build a list of features or functions that need to be accessible.
Phase 2: Design & Implement
Design Question
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How will users access this chatbot, and what accessibility challenges might come with that interface?
- There are a variety of platforms where users might interact with a chatbot. Each type has benefits and drawbacks with respect to accessibility. Web chatbots are hosted on a web page, which may be viewed from a smartphone, computer, or tablet. Phone text chatbots are engaged via text message only on a user’s preferred device and messaging app. App-based chatbots are offered through third-party messaging platforms like social media (e.g., Facebook) or messaging apps (e.g., Whatsapp). Voice assistant applications are interactions through third-party voice assistants (e.g., Amazon’s Alexa) that connect the user with a set of services or information.
Tip
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Identify your prioritized user group(s) that the chatbot will support.
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Define the finite set of tasks that the chatbot is going to support.
Phase 3: Test & Evaluate
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