Defining the future for IA driven triage
I was the lead designer for the revamp of the existing triage feature in the Babylon app.
Improved ratings from 3.9 to 4.6 stars
Defined the CX vision for future growth
I led the process of improving the usability of the symptom checker chatbot and define the future vision for it.
Identifying usability, accessibility issues and funnel drop-outs in the existing CX.
Creating new interaction patterns for improving the symptom checker's key metrics.
Jobs to be done research
Identifying the highest impact unmet needs of existing users.
Shifting the focus of the tool from triaging to emotional support.
Defining a dual-track process to simultaneously deliver on the business needs of improving current use and preparing for future growth.
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