Accessibility forums and, more recently, generative AI tools have become vital resources for blind users seeking solutions to computer-interaction issues and learning about new assistive technologies, screen reader features, tutorials, and software updates. Understanding user experiences with these resources is essential for identifying and addressing persistent support gaps. Towards this, we interviewed 14 blind users who regularly engage with forums and GenAI tools. Findings revealed that forums often overwhelm users with multiple overlapping topics, redundant or irrelevant content, and fragmented responses that must be mentally pieced together, increasing cognitive load. GenAI tools, while offering more direct assistance, introduce new barriers by producing unreliable answers, including overly verbose or fragmented guidance, fabricated information, and contradictory suggestions that fail to follow prompts, thereby heightening verification demands. Based on these insights, we outlined design opportunities to improve the reliability of assistive resources, aiming to provide blind users with more trustworthy and cognitively-manageable support.

翻译：无障碍论坛以及近期兴起的生成式人工智能工具已成为盲人用户寻求计算机交互问题解决方案、了解新型辅助技术、屏幕阅读器功能、教程及软件更新的重要资源。理解用户对这些资源的体验对于识别并解决持续存在的支持缺口至关重要。为此，我们访谈了14位经常使用论坛和生成式人工智能工具的盲人用户。研究发现，论坛常因多重重叠主题、冗余或无关内容以及需要用户自行拼凑的碎片化回复而使用户不堪重负，从而增加了认知负荷。生成式人工智能工具虽能提供更直接的帮助，却因生成不可靠答案而引入新的障碍，包括过于冗长或零散的指导、捏造的信息以及未能遵循提示的矛盾建议，从而提高了验证需求。基于这些发现，我们提出了提升辅助资源可靠性的设计方向，旨在为盲人用户提供更可信且认知负荷可控的支持。