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NYP CHATBOT

Roles
User Experience Designer

Time
Summer 2017 - Present

Background & problem
.........


Reduce the call center burden

.........

Highlight from Kick Off meeting:
-The NYP call center receives 2000 + calls a day
-Agents speak English and Spanish
-Callers are 85% patients, 15% other (e.g., caretaker, provider) 

 

design statement

Build a chatbot to assist NYP website visitors to solve their problem faster and easier

Product: AI + design. Design should help user to use bot smoothly. Whether the bot can be successful is not decided by design. But design plays a huge impact on guiding users and providing valuable information.

 

Patients & Caretakers who visit NYP website.

Target User

 

Work with NYP staff - Understanding problem
Online intercept survey - Learn user's need
Onsite user testing - getting feedback from user

working process

 

NYP wants us to help them reduce the burden of call center. But how can this chatbot really meet the user's need?

Our goal: How can the chatbot assist users? What do the users need from the chatbot?

goal

 

research 1
Intercept online survey

The aim of the survey was to understand people’s needs, and expectation on NYP website. Moreover, we wanted to see how familiar people are with the idea of an assistant on a website and with the products powered by artificial intelligence.

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Majority of the visitors searching NYP website for:

Lab results
-  Finding doctor's number
-  Find a new doctor
-  Learn about a disease/illness

results

 
 

decisions

 

After discussing with NYP and our Tech team, we decided to put "find a new doctor" as a priority before launching. So my responsibility is to think and design an experience for patients/caretakers to easily find a new doctor to meet their needs.

 
 

What queries may users ask the bot for 'find a new doctor'?

before design

 
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What doctor information needed in the doctor Result? 

Research on NYP website and NYP app

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The doctor information includes:
Doctor name, Profile picture, Phone number, Expertise, Specialty, Biography, Insurance, Location

 

What information do you expect to get about doctors?

Intercept online survey

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iterations of design

DESIGN CHALLENGE

How to insert all the doctor information in a small chat window?
How to provide good experience for users to view doctor information and choose the doctor they want?

early iterations

Iteration 1

Design component in doctor result page:
- Result description
- Doctor cards
- 'View all' & 'View less' button

Analysis
Too many 'view all' clicks for different doctor information

 

iteration 2

Analysis
Solved the problem of version 1 - only one-time click of "View all"

 

iteration 3

Version 3: Design component in doctor result page:
- Result description
- Specialty search bar
- Filter
- Doctor cards
- 'View all' & 'View less' button

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mvp

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NYP onsite testing

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preparation
testing tasks

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Participants

qualitative data analysis

NEW FUNCTION NEEDED:

- 36% (8/22) of patients expected to book an appointment or see doctor’s office hours

- 23% (5/22) of patients wanted to see doctor’s reviews and number of years in practice

- 23% (5/22) of patients wanted to search a specific doctor by name

UX FEEDBACK:

- After seeing doctor cards, patients were satisfied with the information on cards

- The 'view all' button was not obvious to users

- Using filters (e.g.: Insurance, gender) was not obvious, but patients got excited once they learned about filters from researchers

Highlights of the result

 

updated design

DOCTOR CARD & FILTER

SHOW BEFORE & AFTER???

 

Design component in doctor result page:
- Result description
- Filter
- Doctor cards
- 'View all' & 'View less' button

 
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FILTER CHANGES:

-'Specialty' search bar was removed from the top of the doctor result

-Show users their own query on the top of the filter. It should stick to the top when users scroll the results

-Filters always stick to the top

-Once user selects an option in any filter, display user their choice in the filter itself (If the name is too long, use ellipsis)

 
 

Field Planner