Recommendation 4.4.3:
Make sure the user can easily activate the chatbot
Benefits Users
Visual | Cognitive | Physical
Relevant W3C Guidance
Phase 1: Gather & Organize
Read More
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MITRE report on accessible authentication
- Https://www.mitre.org/sites/default/files/publications/pr19-1396-usability-biometrics-for-disabilities.pdf
See Also
Phase 2: Design & Implement
Design Question
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How will you make it easy to activate the chatbot while avoiding unexpected or involuntary activation?
- Chatbots that pop-up immediately may offer the most convenience because the user’s attention and keyboard focus jump to the chatbot message window without any effort. However, this would be very surprising and distracting behavior as well. Be sure to weigh the importance of drawing users’ attention to the chatbot with their desire for independence to accomplish their task in the manner they prefer.
Tip
- The user should be able to access the chatbot without logging in.
Antipattern
- Dynamic features like pop-ups and tool tips shouldn’t cover the chatbot activation button. Work with the development team to make both website and chatbot functionality accessible.
Phase 3: Test & Evaluate
Self Check
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The chatbot activation button is visible
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There is a link to skip directly to the chatbot activation button with a clear label and correct HTML.
Ask the User
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Was it easy to activate the chatbot?
- This question is subjective; use a Likert scale. This question can be asked mid-study or post-study.
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Was it easy to navigate to the chatbot button?
- This question is subjective; use a Likert scale. This question can be asked mid-study or post-study.
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Was it easy to find the chatbot button?
- This question is subjective; use a Likert scale. This question can be asked mid-study or post-study.