Chatbot Accessibility Playbook

Recommendation 4.4.11:
Include people with disabilities in planning, development and testing the chatbot's integration with the host website

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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  • 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.

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  • Include people with disabilities in the following activities.
Recommendation Gather & Organize Design & Implement Test & Evaluate
4.4.1 Support navigation to the chatbot     Ask the User: Navigation

Ask the User: Tab order
4.4.2 Make user aware of the chatbot User Research: Provide access   Ask the User: Available interfaces

Ask the User: Chatbot awareness
4.4.3 Offer accessible activation   Design Question: Predictable activation Ask the User: Easy activation

Ask the User: Navigation to activation

Ask the User: Easy to find
4.4.4 Use responsive design     Testing: Test multiple devices
4.4.5 Consider accessibility in transitions User Research: Human support   Testing: Transitions to humans
4.4.6 Time out gracefully User Research: Timeout needs   Ask the User: Timeouts
4.4.7 Link to accessible content     Testing: Accessible linked content
4.4.8 Notify for new messages     Ask the User: Effective notifications
4.4.9 Use appropriate notifications   Design Question: Weighing intrusiveness Ask the User: Distracting notifications

Ask the User: Audible notification settings

Ask the User: Notification intrusiveness
4.4.12 Follow WCAG   Tip: Prioritize user feedback  


Phase 3: Test & Evaluate

Icon for Self CheckSelf Check

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