Recommendation 4.4.6:
If implementing a timeout to reset the conversation, make sure users with disabilities can complete the task reasonably within the time limit
Benefits Users
Visual | Cognitive | Physical
Relevant W3C Guidance
Phase 1: Gather & Organize
Additional Information
- A timeout mechanism restarts the chatbot conversation after a pre-determined amount of time (e.g., minutes, hours, days) has passed without a user input or response. This helps the user start the conversation afresh if they have not been able to accomplish their task or if they want to complete a new task. Simply leaving a website or app may not restart the conversation, since the chatbot application may use cookies to remember a visiting device.
User Research
- Are users typically completing the task while doing other things like seeking out documentation? Does the task take a long time, which might require multiple phases of effort? How long does the task take when a user is completely focused? How long does it take when distracted?
Phase 2: Design & Implement
Tip
- When the chatbot asks for information, inform the user if there is a timeout or not, and how the user could extend the timeout if needed. Only explain this policy a handful of times.
Examples
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User needs time to craft a response
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User is looking for requested information
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User needs to perform other, higher-priority tasks
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User needs someone to translate each question and response
Phase 3: Test & Evaluate
Ask the User
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Does the chatbot allow you to communicate at your preferred pacing without timing out?
- This question could be subjective or objective. This question should be asked post-study.