As Lead UX Designer at Unit4, I organized a series of Design Thinking workshops to develop innovative concepts for the Unit4 Chatbot platform, Wanda. One significant outcome was a proposition tailored for medical institutions to enhance aftercare through a chatbot interface.
Key achievements
- Design Thinking Workshops: Conducted a series of Design Thinking workshops, generating new concepts and innovative solutions for the Unit4 Chatbot platform, Wanda.
- Aftercare Chatbot Development: Developed a tailored chatbot solution for medical institutions to facilitate patient aftercare. The chatbot engaged with clients post-consultation to address any uncertainties regarding their medical discussions.
- Integration with Human Support: Designed the chatbot to escalate unresolved issues to live agents, schedule telephone calls, or arrange follow-up appointments with medical professionals as needed.
- Positive User Feedback: Testing with users indicated promising results, with clients feeling reassured and experiencing positive interactions with the chatbot.
- Organizational Benefits: Identified potential for the chatbot to alleviate front-office workload and provide valuable feedback to medical organizations, enhancing overall efficiency and patient satisfaction.
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Unit4 is an international software company that designs and delivers enterprise software and ERP applications and related professional services for people in services organizations, with a special focus on the professional services, education, public services, and nonprofit sectors. It has subsidiaries and offices in 23 countries across Europe, North America, the Asia-Pacific region and Africa.
Conversation design of chatbot used in aftercare stage of a patient’s journey – 2017