Conversational Interfaces and the Challenges of Design and Development of Accessibility Requirements: A Report on Studies with the Older Public

• Cynthya Letícia Teles de Oliveira Universidade de São Paulo http://orcid.org/0000-0001-9542-8189
• Lucas Padilha Modesto de Araújo Universidade de São Paulo https://orcid.org/0000-0002-4464-118X
• Kamila Rios da Hora Rodrigues Universidade de São Paulo https://orcid.org/0000-0001-9176-8709
• Marcelo Garcia Manzato Universidade de São Paulo https://orcid.org/0000-0003-3215-6918

DOI: https://doi.org/10.5753/ihc_estendido.2025.15896

Resumo

Introduction: Older adults often face difficulties using digital systems, sometimes depending on others for tasks or abandoning technology. In chatbot scenarios, these challenges relate to platform limitations, developers’ prior knowledge, and users’ skills. This study examines conversational systems from empirical research with older adults. Methodology: Chatbots were developed following accessibility guidelines and evaluated through tests with older participants. Findings: The results indicate the need to rethink software implementation and study approaches, paying attention to unreported participant attitudes. The insights obtained were key to refining the guidelines and advancing more accessible chatbot solutions for older users.

Palavras-chave: Accessibility, guidelines, older people

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