Recommendation 4.2.15:
Let the user know what commands they can use and when they can use them
Benefits Users
Cognitive
Relevant W3C Guidance
Phase 1: Gather & Organize
User Research
- Learn about the essential workflows that users want to follow and design the list of commands to support that. Ask members of the target user group to sort chatbot capabilities into “critical”, “useful”, and “other”. Do the commands use language the users understand?
Phase 2: Design & Implement
Design Question
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Will your chatbot support free text inputs?
- Free text allows more natural conversational styles and lets the user approach the task in an intuitive way. If you offer a free text input, you will need to let the user know what they can ask the chatbot. If you don’t offer a free text input, disable the text input box so users know they have to select one of the offered choices to each question.
Tip
- If the list of acceptable commands changes throughout the conversation, make sure your supporting documentation (or the “help” option) updates accordingly.
Examples
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List 2-4 high-level commands with a list of related sub-tasks underneath: “File a claim (create a new small business or individual claim), View an existing claim (edit, close, or check the status of the claim), or Learn about claims (learn about types of claims supported by this office, determine your eligibility, and read about reimbursement methods)”
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Propose 2-3 of the most common tasks and offer more if the user needs them: “You can file a claim or look up an existing claim. For a complete list of activities I can do for you, select ‘Chatbot Help’”.
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Offer an (accessible) page with a full list of commands
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Offer an option to “see all available commands”.
Phase 3: Test & Evaluate
Self Check
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The user has access to a list of valid commands or requests
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The chatbot suggests valid queries/commands if the input is active but empty for a while.
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Chatbots capable of voice interaction (accessibly) describe how to activate that feature
Ask the User
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Did you know how to start the task you wanted to accomplish?
- This question is subjective; use a Likert scale. This question should be asked post-study.
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Does the chatbot offer helpful conversation suggestions when you don’t know what to say?
- This question is subjective; use a Likert scale. This question should be asked post-study.