Chatbot Accessibility Playbook

Recommendation 4.2.16:
Clearly indicate next steps and expectations after the user's conversation with the chatbot

Benefits Users

Icon for CognitiveCognitive

Phase 1: Gather & Organize

Icon for User ResearchUser Research

  • What do users expect to happen after the conversation? What language communicates these next steps accurately? Do users have the information and resources to complete next steps?


Phase 2: Design & Implement

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  • Instruct the user that there are “no additional steps” if no more steps apply.


Phase 3: Test & Evaluate

Icon for Self CheckSelf Check

  • Each conversation “endpoint” suggests additional actions the user can or should take.

Icon for Ask the UserAsk the User

  • Do you know what your next steps are after the conversation with the chatbot?

    • This question could be subjective or objective. This question should be asked post-study.


References

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