Chatbot Accessibility Playbook

Recommendation 4.3.16:
Use a conversation pace that lets the user complete the task efficiently but doesn't rush them

Benefits Users

Icon for VisualIcon for CognitiveVisual | Cognitive

Icon for StandardRelevant W3C Guidance


Phase 1: Gather & Organize

Icon for Additional InformationAdditional Information

  • People with vision impairment who use text-to-speech devices may be able to understand speech much faster than people who do not rely on such technology. Conversely, people with cognitive or learning disabilities may not be able to read text or listen to speech as quickly as people without those disabilities.


Phase 2: Design & Implement

Icon for Design QuestionDesign Question

  • Will you break a long chatbot message into several shorter messages?

    • Sometimes it is necessary to deliver a long message, but a “wall of text” can be overwhelming and awkward for the user to navigate. An alternative is to deliver several shorter messages in a row, which raises questions about how these messages should be paced. Digital content should not change unexpectly. Ideally, the user can anticipate and control when new content appears.

Icon for TipTip

  • When multiple messages are necessary, allow a reasonable reading pause but indicate that there is more text coming with a typing indicator.

Icon for ExamplesExamples

  • Wait for a response from the user

  • Re-prompt only after a long timeout, perhaps by re-phrasing the question.

  • After a long message, give the user the option to get more information or continue with the task.

  • Offer a “Read More” button or a “Continue” button


Phase 3: Test & Evaluate

Icon for Ask the UserAsk the User

  • How did you feel about the pace of the conversation?

    • This question is subjective; use a Likert scale. This question should be asked post-study.



References

11, 23, 28