Summary
This chatbot experience gives customers a health insurance quote quickly and easily without the user having to leave a familiar app, Facebook Messenger. This addition to health.com.au doesn't just align with brand vision. It makes a jargon filled and confusing industry easy to understand.
To get started we listened to call centre recordings and spoke to the customer care team. This immersion was done to break down how they currently navigate a conversation with potential customers. Through this process we unexpectedly began to understand what most customers were looking for, why they were looking for it and how fast they wanted it.
Below you can see the script that the customer team would follow.
This flow also includes additional thinking based on how customers would interpret the conversation which resulted in a modified script.
The first iteration included a workshop with health.com.au. This resulted in a very bloated conversation design that we were not confident in. However, they were set on this flow being the best direction. So we decided to test it and get the customers to decide.
We performed seven tests to get an initial grasp of how the customers would interpret the conversation. We went into the user tests with the assumption:
“The conversation feels unnatural, inhuman even.”
Our assumptions were correct and our users of varying backgrounds and ages struggled to understand different terminology within the conversation. What we got from this was that we weren't really taking typical user vocabulary into consideration. Confusing terminology was being used at every turn.
The proposed change consists of conversation fallbacks or fail safes for any problems encountered during the conversation. It covered the ability to seamlessly switch to a human team member and even introduce personalised extras and hospital cover windows to help refine the product suggestions.
With these concepts designed and prototyped, we proposed the interaction to health.com.au with a positive adoption. This project is currently in its final phase of development and will be available in the coming months.
Up next
Meet like minded people and easily find your next favourite dinner spot.