Chatbot Accessibility Playbook

Recommendation 4.2.22:
Follow WCAG guidelines when applicable to chatbot content

Benefits Users

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

Phase 1: Gather & Organize

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  • The WCAG document does not specifically address the wide range of cognitive abilities in target users. Latest recommendations from W3C’s Cognitive and Learning Disabilities Accessibility Task Force (COGA TF) have information explicitly directed at cognitive disabilities that can fill gaps in WCAG guidance. Ultimately, user tests will reveal how accessible the chatbot is.

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  • The table below matches recommendations from this playbook to the W3C WCAG and COGA recommendations to which they correspond. In most of these cases the W3C source gives explicit information such as user stories and techniques that directly address the recommendation from the playbook.
Recommendation WCAG Success Criteria COGA Design Patterns
4.2.2 State chatbot purpose WCAG 1.3.6 Identify Purpose COGA 4.2.1 Make the Purpose of Your Page Clear
4.2.4 Keep messages short   COGA 4.4.5 Keep Text Succinct
4.2.5 Use simple messages WCAG 3.1.5 Reading Level COGA 4.4.1 Use Clear Words
4.2.6 Limit the number of messages   COGA 4.6.3 Avoid Too Much Content
4.2.7 Build simple conversations   COGA 4.6.2 Make Short Critical Paths
4.2.8 Clarify complex topics WCAG 3.1.3 Unusual Words COGA 4.8.2 Provide Alternative Content for Complex Information and Tasks
4.2.9 Support context-aware conversations WCAG 3.3.8 Redundant Entry COGA 4.7.5 Do Not Rely on Users Calculations or Memorizing Information
4.2.10 Supplement icons with text WCAG 1.1.1 Non-text Content  
4.2.11 Media accessibility WCAG 1.1.1 Non-text Content

WCAG 1.2.2 Captions		  
4.2.12 Supplement text with icons   COGA 4.2.7 Use Icons that Help the User
4.2.13 Highlight important info   COGA 4.3.4 Make it easy to find the most important actions and information on the page
4.2.14 Limit choices   COGA 4.6.3 Avoid Too Much Content
4.2.15 List commands   COGA 4.2.5 Identify Controls and Their Use
4.2.17 Communicate privacy policies   COGA 4.5.11 Help the user stay safe
4.2.18 Recognize errors WCAG 3.3.1 Error Identification

WCAG 3.3.3 Error Suggestion		 COGA 4.5.10 Provide Feedback
4.2.19 Reduce panic triggers   COGA 4.6.1 Limit Interruptions
4.2.20 Remove flashing content WCAG 2.3.1 Three Flashes or Below COGA 4.6.1 Limit Interruptions


Phase 2: Design & Implement

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  • How will your chatbot handle gaps in existing guidance?

    • Of special interest are the recommendations included in this playbook that do not correspond with existing WCAG or COGA standards. These recommendations are ripe for future research and definition. An example is “Clearly identify the chatbot as a bot and don’t pretend to be a human” (4.2.1). Future research can clarify how lack of messaging or different kinds of messaging of the bot’s nature affect users with different kinds of disabilities.

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  • When WCAG isn’t clear about chatbot features, go to users instead.

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  • When keeping the content simple (4.2.5), refer to WCAG Criterion 3.1.5 for assessing the content’s reading level as well as COGA Design Pattern 4.4.1 for making sure words are clear.


Phase 3: Test & Evaluate

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  • Did you review WCAG as you completed the Gather and Organize phase?

  • Did you revisit WCAG during the Design and Implement phase?

  • Did you test and evaluate the chatbot against WCAG standards for content?