Chatbot Accessibility Playbook

Recommendation 4.2.21:
Include people with disabilities in planning, development and testing chatbot content

Benefits Users

Icon for VisualIcon for AuditoryIcon for CognitiveIcon for SpeechIcon for PhysicalVisual | Auditory | Cognitive | Speech | Physical

Phase 1: Gather & Organize

Icon for Read MoreRead More

  • W3C offers personas of users with diverse abilities to aid developers in evaluating accessibility.


Phase 2: Design & Implement

Icon for Design QuestionDesign Question

  • What activities will you prioritize user involvement in?

    • Use the W3C personas to perform an initial pass at the recommendations in this play. This will reveal the areas that need the most attention from real users with disabilities so you can maximize your time with them.

Icon for TipTip

  • Include people with disabilities in the following activities.
Recommendation Gather & Organize Design & Implement Test & Evaluate
4.2.1 Identify the chatbot   Design Question: Profile pictures

Examples: Chatbot introductions		 Ask the User: Identity
4.2.2 State chatbot purpose     Ask the User: Identify the purpose
4.2.3 Use emotional intelligence User Research: Need for emotional intelligence Examples: Recognizing stressful situations  
4.2.4 Keep messages short   Examples: Offering a lot of information accessibly Ask the User: Message length
4.2.5 Use simple messages User Research: Reading level Tip: Language simplicity

Antipattern: Language complexity		 Self Check: Jargon and acronyms

Ask the User: Message understandability

Testing: Involve users in design.
4.2.6 Limit the number of messages   Design Question: Personality versus brevity

Design Question: Reducing friction

Examples: Reducing friction		 Ask the User: Task complexity
4.2.7 Build simple conversations User Research: Conversational tasks   Ask the User: Number of commands

Ask the User: Task steps

Ask the User: Conversational control
4.2.8 Clarify complex topics User Research: Average users’ knowledge of topics Design Question: Finding more information

Tip: Explain complex topics

Examples: Adjustable conversation detail

Examples: Providing context		 Ask the User: Explain complex topics
4.2.9 Support context-aware conversations   Design Question: User’s context Ask the User: Chatbot’s context awareness
4.2.10 Supplement icons with text     Ask the User: Understanding communications
4.2.11 Media accessibility     Ask the User: Understanding rich media
4.2.12 Supplement text with icons     Ask the User: Understanding symbols

Ask the User: Understanding written communication
4.2.13 Highlight important info User Research: Common answers to questions Tip: User interruption Testing: First or last?
4.2.14 Limit choices User Research: Refining choices Examples: Offering choices poorly

Antipattern: Limit user reading		 Ask the User: Right choice offered

Ask the User: Number of choices

Ask the User: Selecting an option
4.2.15 List commands User Research: Essential workflows   Ask the User: Offering suggestions

Ask the User: Getting started
4.2.16 Set expectations User Research: Appropriate next steps   Ask the User: Next steps
4.2.17 Communicate privacy policies User Research: Privacy needs   Ask the User: Data management

Ask the User: Privacy satisfaction
4.2.18 Recognize errors User Research: Task compatibility   Ask the User: Identifying miscomprehension
4.2.19 Reduce panic triggers User Research: Sensitive topics Design Question: Keep it short Ask the User: Keeping calm
4.2.22 Follow WCAG   Tip: Prioritize user feedback  


Phase 3: Test & Evaluate

Icon for Self CheckSelf Check

  • Did you include people with disabilities in the appropriate content activities?