Recommendation 4.1.3:
Choose an accessible or customizable platform
Benefits Users
Visual | Auditory | Cognitive | Speech | Physical
Phase 1: Gather & Organize
User Research
- Ask users about accessible chatbots they have interacted with, especially in the same domain (e.g., government services). Try to contact those developers and ask about the platform and tools they used.
Phase 2: Design & Implement
Examples
- See the table below for examples of how a chatbot platform might be designed for accessibility or sufficiently customizable to improve accessibility. This list is not exhaustive.
| Recommendation | Built-In Accessibility | Customizable Accessibility |
|---|---|---|
| 4.1.2 Check accessibility claims | Platform developer has experience with accessible web design. | Platform developer has a responsive development team willing to improve platform accessibility. |
| 4.2.1 Identify the chatbot | Bot name, avatar, and description shall clearly identify it as a bot. | Name, avatar, and description shall be customizable. |
| 4.2.4 Keep messages short | Long messages shall offer a non-visual skip function for screen readers. | Conversation structure allows users to request more information when needed. |
| 4.2.5 Use simple messages | Complex topics can be expanded from within the chat window using any input modality. | Complex topics are introduced only when needed, with options for more description if the user wants it. |
| 4.2.8 Consider font size | Chatbot font size is customizable. | Font size scales well with third-party zoom. |
| 4.2.9 Support context-aware conversations | Chatbot is aware of user’s context, e.g., information they have already entered in an online portal. | Context is gathered and saved as efficiently as possible |
| 4.2.10 Supplement icons with text | Symbols or emojis have appropriate alt-text. | Messages are designed to not include inaccessible symbols. |
| 4.2.17 Communicate privacy policies | User messages and data are always kept secure and private. | Sensitive information is not requested via the chatbot, and user data is secured or deleted after the conversation ends. |
| 4.2.20 Remove flashing content | Chatbot window does not include any flashing content. | Chatbot window can be customized to remove flashing content. |
| 4.3.1 Offer multi-modal interaction | Chatbot supports inputs from voice, speech-to-text, mouse, keyboard, and touchscreen. | Input “adapters” can be used to interact with the chatbot via the users’ preferred modality. |
| 4.3.2 Support STT and TTS | Chatbot offers built-in speech-to-text and text-to-speech. | Interactive elements can be accessed using a screen reader and speech-to-text input. |
| 4.3.3 Support keyboard navigation | Chatbot elements can be navigated via keyboard. | Platform code can be modified to be keyboard navigable. |
| 4.3.5 Support zoom | Chatbot zooms gracefully, individual components don’t overlap. | Developer can set font size to a large font that formats well which third-party magnifiers can enlarge. |
| 4.3.6 Offer color contrast | Chatbot color palette can be exposed to user to customize. | Developer can select an appropriate-contrast palette. |
| 4.3.7 Use legible fonts | Chatbot font is customizable. | Chatbot offers font that meets WCAG Success Criteria. |
| 4.3.8 Consider font size | Chatbot font size is customizable. | Font size scales well with third-party zoom. |
| 4.3.9 Highlight visual focus | Chatbot interface offers clear visual focus. | Visual appearance of active element can be changed dynamically to contrast with other elements. |
| 4.3.10 Consider chatbot size | Chatbot is big enough to distinguish components easily but doesn’t obscure website content. | Chatbot size is customizable. |
| 4.3.11 Minimize distraction | Chatbot appearance is simple and clear. | Chatbot elements can be removed or hidden to minimize distractions. |
| 4.3.12 Distinguish senders | Chatbot window distinguishes user and bot messages using multiple methods, like color and position. | Chatbot is customizable to use at least two methods to differentiate user and bot messages. |
| 4.3.13 Label buttons | Chatbot buttons have clear labels and alt text placeholders. | Chatbot buttons can be customized to have clear labels and alt text. |
| 4.3.14 Accept varied language | Chatbot tolerates typos, misspellings, shaky or broken speech, and poor English. | Chatbot language processing can be taught to recognize common input mistakes. |
| 4.3.15 Allow user customization | Font size, chatbot color(s), speech rate, volume, and chatbot interface size are user customizable. | Chatbot gives developers access to font size, colors, speech rate, and volume. |
| 4.3.16 Manage pacing | Chatbot platform paces messages for easy screen reader use and allows for long timeouts. | Chatbot message rate can be customized and can change within a conversation. |
| 4.4.1 Support navigation to the chatbot | User can navigate back and forth between the chatbot and the host site or application using buttons or keyboard navigation. | Navigation to and from the chatbot can be implemented accessibly. |
| 4.4.3 Offer accessible activation | Chatbot can be activated through mouse or keyboard action. | Chatbot activation can be implemented accessibly. |
| 4.4.4 Use responsive design | The chatbot platform is fully responsive and tested. | Chatbot components can be built into a responsive website. |
| 4.4.5 Consider accessibility in transitions | The chatbot platform supports transfer to email, human chat, or phone communication. | Chatbot platform supports custom scripts or hyperlinks which transfer the conversation to a human via email, chat, or phone. |
| 4.4.6 Time out gracefully | The chatbot platform uses an accessible timeout so users can complete the task at their preferred pace. | Chatbot timeout can be customized to allow users to complete the task at their preferred pace. |
| 4.4.8 Notify for new messages | The chatbot platform offers multi-modal notifications. | Multimodal chatbot notifications can be created to alert user to new messages. |
| 4.4.9 Use appropriate notifications | The chatbot platform notifications are appropriately intrusive | Chatbot notifications can be customized to occur only at appropriate times and in appropriate ways. |
| 4.4.10 Maintain website accessibility | The chatbot position does not obscure website content or interactive elements. | The chatbot can be moved on the website or the website can be engineered such that the chatbot does not block website content or interactive elements. |
| 4.5.3 Test with devices | Chatbot platform has been tested on many browsers and devices. | Test the chatbot on many browsers and devices. |
Phase 3: Test & Evaluate
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