GeorgeBOT's new iteration comes from the user testing results found from Wyatt. My role was to iterate on the new design of Wyatt, integrating GeorgeBOT's capabilties, while focusing to create a lightweight consumer "app" on a chat botplatform.
From bot identity, to Slack and Messenger commands, to every word of the copy, I iterated and designed GeorgeBOT 2.0.
Based on the competitive analysis conducted for direct and indirect competitors for medical diagnostic apps and services in Wyatt, integration with the various workflows around getting treatment (such as finding readings on conditions, getting a diagnosis, keeping your records, and connecting you to a doctor) in chat-form diagnoses or doctor Q&As were found to be the best ways to gather data from the user.
It showed that the more seamless the interaction was with gathering the data from the user about personal matters such as their own health, showed better returns in terms of the users' reactions to how they perceived the quality of the answers they received.
A chatbot is better at staying relevant than a mobile app. Based on recent news and trends, the rise of chatbots is apparent. For example, the Economist reported that 2.5 billion people have at least one messaging app installed, and in a couple of years, this number is expected to skyrocket to 3.6 billion. Text-based services are convenient, reliable, and can be abandoned and picked up with little to no consequence. Most importantly, people won't have to leave their most frequently used apps.
GeorgeBOT was then put back into the surface to be redeveloped. Georgebot started as a verification tool for BlueDot's symptom data, put into a chat bot in Slack that took yes or no inputs.
The new vision for GeorgeBOT is to become a healthcare chatbot, with a focus on travel-related infectious diseases. Added to the diagnostic feature are features on news, health services, and travel preparations.
Thus, the game plan for GeorgeBOT 2.0 was to first increase awareness, then streamline the to-do's. BlueDot's consumer products have always had the underlying goal of increasing awareness on infectious diseases. Travel-related diseases becoming a public health concern, the solution we strive for is a proactive one.
Aligning with the stakeholder's needs, GeorgeBOT had to be a balance of a relevant and fun consumer product, while standing as a provider of niche medical expertise on infectious diseases. Research with subject matter experts were done to recreate the feel of a doctor's visit into a bot, and see if this was an appropriate approach to a health chatbot. Moreover, various chatbots were tested and reviewed, such as Poncho the Weather cat (which I still use to this day).
When designing chat bots, copy writing is the design. Although different messaging applications give you different degrees of freedom on how to obtain or provide information to a user through a bot, the meat if the interaction is of course, in the text. Text properties such as being too long, timing and delay, chunking, use of emojis, and providing sample replies—are just some of the may nuances I encountered when writing the logic for GeorgeBOT.