Chatbot Accessibility Playbook

Recommendation 4.3.1:
Each interaction should be available in multiple modalities

Benefits Users

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

Icon for StandardRelevant W3C Guidance


Phase 1: Gather & Organize

[none]


Phase 2: Design & Implement

Icon for Design QuestionDesign Question

  • How will your interface handle the following inputs and outputs: voice, mouse, keyboard, touchscreen?

    • The interface design should take into account a variety of input devices. For instance, users with touchscreens may need interactive elements to be larger and spaced out to avoid selecting the wrong one.

Icon for TipTip

  • Include “help” in the label of the chatbot activation button for users who use the term help when searching for content.


Phase 3: Test & Evaluate

Icon for Self CheckSelf Check

  • The chatbot offers functionally equivalent experiences (i.e., communicates the same content and enables the same tasks) through visual and non-visual means.

  • Does the chatbot offer visual and audible notifications?

Icon for Ask the UserAsk the User

  • Were you able to complete your task the way you prefer to communicate using technology such as keyboard and mouse, speech-to-text, screen reader, etc.?

    • This question is subjective; use a Likert scale. This question should be asked post-study.
  • Can you interact with all interactive elements in the chatbot with your input modality of choice?

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



References

1, 6, 11, 23, 28, 32