Defining the future for IA driven triage

Overview

I was the lead designer for the revamp of the existing triage feature in the Babylon app.

Results

Design delivery

I led the process of improving the usability of the symptom checker chatbot and define the future vision for it.

Heuristic evaluation

Identifying usability, accessibility issues and funnel drop-outs in the existing CX.

Interaction design

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.

Future vision

Shifting the focus of the tool from triaging to emotional support.

Design process

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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