[KEYBOARD]: Navigation through the chat log must be easy and intuitive

[1Copenut]

508-defect-2

Feedback framework

• ❗️ Must for if the feedback must be applied
• ⚠️ Should if the feedback is best practice
• ✔️ Consider for suggestions/enhancements

Definition of done

1. Review and acknowledge feedback.
2. Fix and/or document decisions made.
3. Accessibility specialist will close ticket after reviewing documented decisions / validating fix.

Point of Contact

VFS Point of Contact: Trevor

User Story or Problem Statement

• As a keyboard user, I want to be be able to tab to the chat log container, and use arrow keys to scroll, instead of jump from one message to the next. This feels like custom behavior that could interfere with screen readers.
• As a screen reader user, I do not want custom navigation to interfere with default navigation patterns

Details

The screen reader instructions say to use "arrow keys" to navigate through messages, and sighted users are not offered any instructions to use the arrow keys to navigate. It would be better to remove the custom instructions to screen readers, and have the chat log container include a tabindex="0" so it will receive focus, and an overflow-y: auto declaration so users can scroll with up and down arrow keys. This is a default browser behavior.

Acceptance Criteria

• [ ] Consistent navigation experience that relies as much on defaults (arrow keys, default screen reader patterns) as possible.
• [ ] Custom navigation patterns must include instructions and not interfere with assistive technology
• [ ] End of Transcript message should be reachable using the same navigation paradigm. It's extremely helpful to be able to focus this text and know I've reached the end of the conversation.

Environment

• https://staging.va.gov/virtual-agent/

WCAG or Vendor Guidance (optional)

• https://www.w3.org/TR/UNDERSTANDING-WCAG20/keyboard-operation-keyboard-operable.html

[ianpsant]

This seems to be an intentional design decision that was recently released. Would requires Microsoft change. Would require assistance in filing Microsoft ticket.

[ianpsant]

Filed Microsoft bug mentioned above.

[noahgelman]

WCAG Standard: Success Criterion 2.4.3 Focus Order

[shiragoodman]

hey @ianpsant - it's been a while. Any update from Microsoft on this or other issues?

[ianpsant]

Microsoft addressed some of these issues in their PR (https://github.com/microsoft/BotFramework-WebChat/pull/4108), but we left additional comment from our testing on their ticket (https://github.com/microsoft/BotFramework-WebChat/issues/3935) which they haven't addressed yet. We will revisit all of this when we have further accessibiltiy testing when we move the chatbot.

[Joy-Elizabeth]

Chatbot team sees this priority and will address post Rx skill launch. We are dependent on MSFT and will work closely to resolve.