Vaccine Assistant
My Role
UX Designer
My Team
UX Designer, Tech Lead, Integration Architect, Product Owner, Engineers
Project Length
2 Months
The Problem
During the pandemic there was a high call volume observed for vaccine scheduling. The enterprise needed a digital solution that would allow callers to self-serve their vaccine scheduling and inquiries.
Key Features
Enable a voice and text chatbot to assist customers with COVID related questions, testing and vaccination scheduling tasks.
Implementation was planned in three phases to reduce time to market.
FAQ Assist and Text link
Schedule via email link
Vaccine Voice Assistant appointment scheduling
Research
Objective
Understand customer painpoints in order to create the most intuitive vaccination scheduling experience.
Methods
Call transcript and text interaction review and analysis
Competitive analysis
Surveys
Become experts on current restrictions and information regarding COVID vaccines
Design Principles
Main reasons for calling in
Booster scheduling
Website issues
Wanted to speak to a Pharmacist
SME Interviews
I facilitated workshops, discussions, and semi-structured brainstorming sessions
We focused on what brings callers to the call center lines
Applied strategies: sense intent, know context, know people, frame insights, explore concepts
The next steps were to frame solutions and convert insights into design principles
Solution Framing
In order to provide the most seamless experience we needed to ensure back-end integration with customer accounts and the pharmacy appointment scheduling system. We used common design methods to clarify design principles.
Project Challenges
Information gathering requirements lengthened turns and conversational dialog flows leading to an increase in cognitive load
Test and vaccine information was unclear at the time and consistently changing
Vaccines may not have been available in some areas at the time
Technical limitations: related to necessary API integrations
Realizing the Offering
See crafted dialogs below for a peek at an ideal experience
Why couldn’t we do this?
Timelines and external pressure to provide a solution didn’t allow the proper time for necessary back end integrations
Tool: Figma
Reality: Final Design
After recalibrating for what was feasible within the technical and time limitations we landed on a dialog that followed design principles of cooperation and turn-taking, but was lengthy and at times verbose.
Ultimately we did not make it to market with this design after creating a prototype
Reason: New data showed that vaccination inquiries had decreased by the time we completed the final prototype, and funding was redistributed
Tool: Figma
Reality
Crafted technical diagrams for the vaccine bot prototype
Tool: Lucidchart
