Team and process
Role: UX Designer/ Researcher
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Team: 1 UI designer, 2 Design Managers, US & India Leaders for Publicis Sapient
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Responsibility: UX research, design, Chatbot Design, UX, proposal and pitch deck
UnitedHealthcare is a leading health insurance provider offering medical, wellness, and support services, and integrating a chatbot helps improve accessibility by giving members instant, round-the-clock assistance with navigating benefits, finding care, and resolving queries.
process
Benchmarking of possible chatbot references in terms of function and look and feel. It is identified that though the chatbot would help everyone, its primary users would be older people and people with disabilities.
Creating a design system following the atom - molecule method.
Mapping the chat architecture for the bot using tokenisation and part of speech in identifying the information flow. The boundaries of the conversation was set at this stage for the response generation.
proposal
Identifying touch points for the mobile and desktop for the ideal spaces of intervention from the chatbot.
Use case for responsive touch points - mobile, ipad and laptop
Final proposal prototype.