Want a chatbot that works for everyone? Here’s how:
- Give users multiple ways to interact
- Use clear, simple language
- Let users change the look
- Support different languages
- Work with screen readers
- Remember past chats
- Make fixing mistakes easy
- Break tasks into steps
- Respond to emotions
- Test with diverse users
These tips help create chatbots that are usable by people with disabilities and better for all users.
Quick comparison:
| Tip | Why it matters | Example |
|---|---|---|
| Multiple inputs | Helps different abilities | Text, voice, touch options |
| Clear language | Everyone understands better | Short sentences, common words |
| Customization | Meets individual needs | Adjustable fonts, colors |
| Multi-language | Reaches more people | Auto-detect language |
| Screen reader friendly | Helps visually impaired | Proper element labeling |
| Memory features | Improves experience | Recap previous chats |
| Easy corrections | Reduces frustration | Undo button, edit options |
| Step-by-step tasks | Helps cognitive differences | Breaking tasks into small steps |
| Emotional awareness | Feels more human | Acknowledging user feelings |
| Diverse testing | Catches issues for all users | Including people with disabilities |
Related video from YouTube
What is Inclusive Design for Chatbots?
Inclusive design for chatbots means creating chat interfaces that work for everyone, including people with disabilities. It’s about not leaving anyone out when using a chatbot.
Accessibility focuses on making chatbots usable for people with disabilities. Inclusivity goes further by considering all users’ needs from the start.
For example:
- A screen reader-friendly chatbot helps blind users (accessibility)
- Offering text and voice input helps all users (inclusivity)
Main ideas:
- Spot exclusion
- Learn from diversity
- Solve for one, extend to many
Traditional vs. inclusive chatbot design:
| Traditional | Inclusive |
|---|---|
| Assumes users can see | Offers voice options |
| Uses complex language | Uses simple wording |
| Relies on touch input | Provides keyboard shortcuts |
David Dame, Director of Accessibility, says:
"I have cerebral palsy, but my money doesn’t. If you want me to buy your product then design one that I can use. If it’s created with a11y in mind, I will show you the money."
1. Offer Different Ways to Input
Give users multiple ways to interact:
- Text input: Let users type
- Voice input: Add speech recognition
- Touch input: Include buttons or quick replies
Kiehl’s Messenger chatbot lets users type or pick on-screen options.
Input types help different users:
| Type | Benefits |
|---|---|
| Text | Detailed questions, quiet environments |
| Voice | Helps limited mobility or visual impairments |
| Touch | Quick for common queries, good for motor issues |
Add keyboard shortcuts:
- Reach chatbot with TAB key
- Open with ENTER key
- Clear focus indicators
Guy Tonye from Voice Tech Global suggests:
"Try navigating to the chatbot using keyboard only."
This simple test reveals issues for keyboard-only users.
2. Use Simple, Clear Language
Use simple language to help all users understand your chatbot.
Tips for clear writing:
- Short sentences
- Common words
- Avoid complex terms
- Break down big ideas
Instead of "Please provide your personal identification number", ask "What’s your PIN?"
Users often use direct language with bots. One noted:
"Bots don’t seem to understand the question, just keywords."
Chatbots should mirror this direct style.
Skip jargon:
| Instead of | Use |
|---|---|
| Utilize | Use |
| Purchase | Buy |
| Commence | Start |
| Terminate | End |
Keep explanations simple:
Too complex: "If you would like to make changes to your order, first you’ll need to click the ‘My Orders’ button in the top right of any page on our site, and then you’ll be able to review past orders, along with active orders, while also being able to click any of the active orders so that you can then modify details like shipping address, shipping instructions, or product quantity."
Better: "To change your order: 1. Click ‘My Orders’ at the top right 2. Pick the order you want to change 3. Update shipping info or product amount"
3. Let Users Change the Look
Let users adjust how the chatbot looks and works.
Change fonts and colors:
- Adjust text size and color contrast
- Help vision issues and reading problems
Forethought‘s platform lets users:
- Pick theme colors
- Upload logos and avatars
- Change chat headers
Make layouts flexible:
- Adjust to different screens
- Work on desktop and mobile
- Keep a consistent look
Pipedrive‘s builder shows live previews as users edit.
Quick guide:
| Feature | Why It Matters |
|---|---|
| Text size options | Helps vision issues |
| Color contrast | Makes text easier to read |
| Day/night mode | Reduces eye strain |
| Responsive design | Works on all devices |
Make changes easy. Users shouldn’t need tech skills to adjust their chatbot.
4. Support Multiple Languages
Multilingual chatbots help businesses connect globally.
Detect and choose languages:
- Add language detection
- Let users pick their language
- Remember preferences
Examples:
- Tidio‘s Lyro AI speaks 7 languages
- H&M’s bot helps find outfits in multiple languages
- Spotify‘s bot gives music tips in various languages
Tip: Use the Chat Widget API to detect the website’s language when a user starts chatting.
Think about culture:
- Use the right tone and formality
- Know local expressions
- Respect cultural norms
Key stat: 75% of customers prefer to buy in their own language.
Make your chatbot culturally smart:
- Work with native speakers
- Update with cultural insights
- Be careful with humor and idioms
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5. Work Well with Screen Readers
Make your chatbot accessible with clear labeling and logical flow.
Label everything clearly:
- Use ARIA labels and semantic HTML
- Add
aria-labelto buttons and inputs without visible text - Use
aria-labelledbyto link elements to visible labels - Include
aria-describedbyfor extra context
Example:
<input type="text" aria-label="Message to send" id="chat-input">
<button aria-label="Send message">Send</button>
Keep conversations logical:
- Use clear headings for chat sections
- Group related messages
- Add "new message" notifications
Use aria-live for new messages:
<div id="chat-content" aria-live="polite"></div>
Identify who’s speaking:
<div class="message">
<span class="visually-hidden">Chatbot says:</span>
How can I help you today?
</div>
Let users navigate response options easily. Set focus to the last message sent.
6. Help Users Remember
Chatbots that remember past talks feel more natural and save time.
Recap previous chats:
- Store chat history
- Show summaries when users return
- Let users search their history
ChatGPT‘s Memory feature stores personal details and notifies users when new info is added.
Add reminders:
- Set up automatic reminders
- Allow custom reminders
- Send notifications through chat or email
MemGPT shows how to add memory:
chatbot = memgpt.MemGPT(memory_enable=True)
chatbot.set_memory_params(size=1000)
This helps chatbots:
- Give personalized responses
- Save time by not repeating info
- Help users manage tasks better
7. Make Fixing Mistakes Easy
Help users correct errors quickly to improve their experience.
Write clear error messages:
- Use plain language
- Explain what went wrong
- Tell users how to fix it
Example:
| Bad Message | Good Message |
|---|---|
| "Error 404" | "Sorry, we couldn’t find that page. Please check the URL or try our homepage." |
| "Invalid input" | "Please enter a valid email address (e.g., [email protected])." |
Add easy correction features:
- Undo button
- Edit option for previous messages
- Suggestions when the bot doesn’t understand
Slack‘s chatbot suggests the right format for incorrect commands:
"Did you mean /invite @username?"
This helps users fix mistakes without starting over.
8. Design for Different Thinking Styles
Make chatbots work for everyone, including those with cognitive differences.
Break big tasks into small steps:
- Split complex tasks into manageable parts
- Guide users through each step
- Use clear, simple instructions
Example refund request:
- Ask for order number
- Confirm item to return
- Explain return process
- Provide shipping label
- Confirm refund amount and method
Show progress:
- Use progress bars
- Number each step
- Highlight the current step
Benefits of breaking down tasks:
| Benefit | For Users | For Chatbots |
|---|---|---|
| Less cognitive load | Easier to focus | More accurate responses |
| Fewer errors | Less confusion | Easier to spot issues |
| More completions | Likely to finish tasks | Better satisfaction |
9. Respond to User Emotions
Chatbots that understand emotions feel more human and helpful.
Notice when users are upset:
- Look for short, abrupt responses
- Check for all caps or excess punctuation
- Spot negative emotion words
When frustration is detected:
- Acknowledge feelings
- Offer extra help
- Suggest human support if needed
Example: User: "I’ve waited 30 minutes!" Chatbot: "I’m sorry for the long wait. That must be frustrating. Let’s solve your issue right away. Can you tell me more about what you need help with?"
Use respectful language:
- Say "please" and "thank you"
- Don’t blame users for problems
- Offer choices, not orders
Words to use and avoid:
| Use | Avoid |
|---|---|
| "I understand" | "You’re wrong" |
| "Let’s try" | "You must" |
| "How about we" | "You should" |
10. Test with Different Users
Test your chatbot with diverse users to make it work for everyone.
Include various testers:
- Mix of disabilities, ages, and tech skills
- Use remote testing to reach more people
- Offer help like screen readers or extra time
Hotjar improved their Spanish and German versions with native speaker tests.
Keep improving based on feedback:
- Look for common problems
- Test often as you build
- Make changes based on user input
Track progress:
| Issue | User Feedback | Action Taken | Result |
|---|---|---|---|
| Confusing menu | "Can’t find where to start" | Simplified options | 80% fewer complaints |
| Slow responses | "Takes too long to answer" | Optimized speed | 50% faster replies |
Remember, 73% won’t use a chatbot again after a bad experience. Testing is crucial.
Conclusion
Inclusive chatbot design is essential. It opens new markets and boosts business.
Why it matters:
- Legal compliance: 2,500 ADA lawsuits in 2020 over inaccessible websites
- Business growth: Inclusive companies make 1.6x more revenue
- Innovation: Inclusive cultures are 6x more likely to innovate
Real impact: Egypt used an AI chatbot with sign language for COVID-19 info.
Kat Holmes, Salesforce Chief Design Officer, says:
"Inclusive design is thinking about how to recognize exclusion and then how we move toward more inclusive solutions."
Keep improving:
- Test with diverse users
- Use accessibility playbooks
- Build varied teams
- Stay updated on AI and ML in accessibility
