Amina- A Support Chat Bot

​

Course- Conversational UX Design

​

Sayali Nikumbh

Introduction

Bot Description - Amina

What kind of conversational product is this?

The bot is called Amina, the bot is created to help patients set their medication reminders, access educational resources about their surgery and provide support to them on an healthcare app platform. The bot will be a GUI + VUI product since it is related to an healthcare app, thinking about the accessibility on Mobile devices.

Personality Design

Interaction Goals

Accuracy, Support

​

​

Level of Personification

Medium to High

​

​

Personality Traits

• Knowledgeable
• Empathetic
• Trustworthy
• Motivating
• Consistent
• Supportive
• Respectful/Unbiased
• Professional

​

​

Testing the Bot

Method of Testing

Wizard of Oz testing

The process of wizard of Oz testing is basically a user test of some sorts but this time user has less constraints and they can ask anything rather than doing just a specific task. Instead , in Wizard of OZ testing, the Bot /test taker has more constraints and they have to maintain the persona of the bot. I did first 2 tests with the help of Wizard of Oz template. And conducted the last test on a messaging platform.

​

​

Identified Improvements from the Testing

• Better onboarding experience

​

• Simpler Language

​

• Friendly Tone

​

• Navigation from links

​

• Better closing statement

Updates made in the Bot

Bot’s Personality -

​

• More friendly such that the person would feel easier to open up to them.
• Tone of the bot is patient and understanding.
• The bot is knowledgeable and good at explaining complex medical stuff in simple language without overwhelming the user. Such that, the user doesn’t have to know unnecessary medical information which might make them feel bad about themselves or worry about their condition.
• Bot is informative enough to address issues regarding pain management , care and recovery but not like an LLM which focuses more on the information aspect.
• Bot can do tasks for you and provide you information and support.

​

​

Updates made in the Bot

Sample Script and -

​

Better Introduction and closing statements.

​

Flow Diagrams -

​

• The option which implies that the bot can provide emotional support is removed as to make clear distinction about what the bot can do and can’t do.
• From the test, it was found that, the last prompt was confusing for the user and they didn’t understand what the bot meant by ‘talk to me about anything.’
• Plus, the balance between the bot behaving like an LLM vs an emotional support bot felt a little off so decided to go with the one or the other.

Final Bot Design

Sample Script 1 - Patient wants to set a medication reminder

Bot : Hello, How can I help you today ? I can set a medicine reminder for you, answer your queries and assist you with managing pain .

User : Hey! I wish to add a new medicine reminder.

Bot : Sure ! I can do that for you. Please tell me the medicine name.

User : Okay, It’s Tylenol .

Bot : Perfect ! Please let me know what time and day you want to set the reminder on for taking Tylenol.

User : Yeah, I think, 8 PM on Wednesday.

Bot : Lastly, Is it prescribed to take tylenol medicine before or after dinner ?

User : After.

Bot : We’re all set. The reminder to take Tylenol on wednesday at 8 pm after dinner is active now. Thank you for your cooperation ! Do you want to set another reminder?

User: No, I’m good!

Bot : Okay ! Take care !

Sample Script 2 - Patients wants to learn about Pre-surgery Care

Bot : Hi there ! How can I assist you best today?

User : I would like to know what care I should be taking for my right hip surgery for better results after the surgery.

Bot : Sure ! You should try walking and doing mild exercises. Eat healthy foods as having a healthy body makes the process of surgery go smoother with less complications.

User : I see, Are there any resources where I can get in-depth information about this?

Bot : Absolutely, here you can find all the resources related to pain management and pre-surgery care in this app. Hope that’s helpful !

User : Sounds good. Thanks !

Bot : I’m glad I could help you. Feel free to reach out to me anytime! Take care !

Sample Script 3 - Patient wants to try techniques to manage their pain

Bot : Hello, warm greetings to you from Amina!

User : Could you tell me how to deal with pain better?

Bot : Absolutely ! There are some meditation techniques and breathing exercises that I can teach you. Which one would you like me to teach?

User : I would like to do some meditation.

Bot : Great ! Please follow my instructions. Make sure you’re sitting in a quiet room for better effect. Tell me when you’re ready.

User : Ready !

Bot : ( Bot teaches the meditation and user follows along)

Bot : We are ending the session here. Hope you had a peaceful session ! Anything else I can help with?

User: No, I’m done for today !

Bot : Okay ! Feel free to reach out to me anytime! Take care !

Flow Diagram

Audio File Link

Thank you !