Chatbot Accessibility Playbook

Recommendation 4.5.3:
Test with a variety of assistive technology and devices to represent diverse users

Benefits Users

Icon for VisualIcon for AuditoryIcon for CognitiveIcon for SpeechIcon for PhysicalVisual | Auditory | Cognitive | Speech | Physical

Phase 1: Gather & Organize

Icon for Additional InformationAdditional Information

  • Users may interact with web content through a desktop, tablet, or smart phone. Each of these devices uses a web browser to access web content. Users may additionally use assistive technology (AT) like a screen reader to interact with the device.

Icon for Read MoreRead More

  • The Assistive Technology Industry Association (ATIA) offers an introduction to AT

  • The National Institute of Health offers an introduction to AT

Icon for User ResearchUser Research

  • Ask users what types of devices and browsers they use to access web content. Be sure to pay attention to software versions. Ask the user how familiar they are with the device.


Phase 2: Design & Implement

Icon for TipTip

  • To start, be sure to test the chatbot in the browsers recommended by the host website, which you can find by searching the web for “minimum version site:[host website]” (e.g. “minimum version site:irs.gov”).

Icon for AntipatternAntipattern

  • Don’t expect users to have the newest technology or the latest software versions! Staying up-to-date requires money and expertise. Test with multiple major versions of software.


Phase 3: Test & Evaluate

Icon for Ask the UserAsk the User

  • Are you satisfied with the chatbot experience when using your AT device?

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


References

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