Recommendation 4.5.5:
Include diverse members of the target population in user research and testing
Benefits Users
Visual | Auditory | Cognitive | Speech | Physical
Phase 1: Gather & Organize
User Research
- Who is your target population? What is the target task that this chatbot helps with? Who needs or wants to do this task? How does the target population complete the task today? What disabilities are more prevalent in this population than in the general public?
Phase 2: Design & Implement
Tip
-
It’s all right to design a chatbot that everyone needs access to; it just means your chatbot needs to be accessible to a wide variety of people.
-
Follow your organization’s procedures for conducting ethical research, including informed consent, representative recruitment, and respecting privacy.
Examples
-
Small business owners
-
People applying for student aid
-
People who pay taxes in the US
-
Recruiting agencies
-
Senior centers
-
Non-profit agencies that support people with disabilities
-
Write a screener survey to narrow down to the target user group – sample in appendix
-
Retain contact information for future tests if and only if the participant explicitly agrees to having their information stored.
Phase 3: Test & Evaluate
Self Check
-
Did you include users with a range of disabilities, including users with more than one disability?
-
Did you include a range of users of different age, socio-economic status, cultural background, and English language skill?