Chatbot Accessibility Playbook

Recommendation 4.4.2:
Bring user awareness to the chatbot

Benefits Users

Icon for VisualIcon for CognitiveIcon for PhysicalVisual | Cognitive | Physical

Icon for StandardRelevant W3C Guidance

    Phase 1: Gather & Organize

    Icon for User ResearchUser Research

    • Find out where your users would look for a chatbot on your website so that you can provide access to the chatbot where they expect it. Ask them where the activation button should be and if they would look for a skip link or help menu to navigate to the chatbot. Does the user go directly to the “Search” function in their browser to look for the chatbot?

    Icon for See AlsoSee Also


    Phase 2: Design & Implement

    Icon for TipTip

    • Use clear language to inform the user that a chatbot is available to assist.

    • Make the button for activating the chatbot clear.

    • Include “chatbot” in the label of the chatbot activation button for users who search the webpage for the chatbot activation.


    Phase 3: Test & Evaluate

    Icon for Self CheckSelf Check

    • Is the chatbot discoverable using both keyboard and mouse?

    • Is the chatbot activation button labeled appropriately (visual, text label, and AT-compatible HTML)?

    Icon for Ask the UserAsk the User

    • Which of the following chatbot interactions were available to you? Text, voice, voice-to-text, touch screen, [insert other modalities].

      • This question is objective; compare the user’s response to an ideal value. This question should be asked post-study.

    • Did you know there was a chatbot?

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


    References

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