Why wouldn’t you design your chatbot to be inclusive, accessible and helpful to neurodivergent users?
There 940 million people have some degree of vision loss, 246 million have low vision and 39 million are blind. We know between 5-10% of the population has dyslexia and 6.5 million users in the UK alone have a mobility disability. Our society is rich with users whose 2nd language is English.
In reality if your law firm chatbot isn’t accessible to all users you could be sued for discrimination. There are ethical reasons too why you should comply with the Equality Act 2010. These laws have been introduced to deal with the issue of discrimination.
If chatbots and their scripts are mindful of all users, that benefits everyone - remove accessibility barriers and your users will thank you for it. You will reach a wider audience and prevent complaints or even legal actions against you.
Start by understanding how visitors to your chatbot interact with it;
Your chatbot can present any range of challenges for your visitors. You may want to consider screen readers and keyboard tab keys as navigation aids.
Visual cues or buttons which reveal chatbots are normally place bottom right of your screen. Consider how a screen reader or keyboard tab keys find or return to the chatbot. Think what it would be like for users who would have to tab through the entire web page each time. By adding skip to... links can help with some of these challenges.
Your users also need to know when a new element of a conversation is available on screen, like replies or redirects to web pages. Not just with sound or visually, screen readers need to be able to announce these events.
In general you need strong contrasts for users with poor eyesight and slightly less contrast or colour combinations for those with dyslexia. There is a contrast range that works well for both.
Your chatbots scripts ideally will follow plain conversational speech patterns, avoiding jargon and acronyms. At the best of times jargon is difficult to understand and acronyms are certainly not understood by everyone.
If you can provide a feature on your website and chatbot that allows your users to change these combinations themselves then you can’t go too far wrong.
The ideal way to comply is to have your chatbot tested by a group of users with motor and cognitive disabilities, blindness and other forms of visual impairment.
For further reading please visit the W3C working draft which describes best practices for making your law firm website and chatbot accessible.
This survey is being conducted solely for the law firm online marketing community. The subsequent report will highlight key trends, stats and averages, allowing law firms to benchmark themselves against their peers. It’s fantastic opportunity to reflect the reality of the online marketing community capturing your successes, challenges and expectations of the year ahead.
This is not about you all as competitors but as a community who can learn from each other in an open and sharing way. Here is a sample of what we will provide for you:
The survey takes about 7 minutes to complete and as a thank you for taking part, you'll receive a copy of the full results.
Remember if you have any questions about your websites redesign - you can start a conversation on 0131 454 3311 or just add your contact details here and we'll get back to you.