Chatbot Accessibility Playbook

Recommendation 4.5.4:
Measure satisfaction, not just acceptability, to identify gaps in accessibility

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

  • Acceptability measures whether a user can complete a task with the chatbot, but satisfaction offers a more qualitative assessment which offers an opportunity to uncover accessibility challenges.

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  • Borsci et al. 2015 describes the difference between acceptability and satisfaction in accessibility studies

  • UX Planet has a summary of the SUS and UMUX, among other UX measures.


Phase 2: Design & Implement

Icon for ExamplesExamples

  • The System Usability Scale (SUS)

  • The Usability Metric for User Experience (UMUX)

  • The UMUX-LITE


Phase 3: Test & Evaluate

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References

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