Live Webinar: Healthcare Chatbot Diagnosis
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As consumers become more and more comfortable digitally sharing their personal information, accessing medical advice or information via an app may soon become the new normal. To gauge consumers’ satisfaction with the experience of getting a medical diagnosis via a healthcare chatbot, assess the effectiveness of information provided and track consumer sentiments toward using these types of apps in the future, UserTesting ran a competitive benchmarking study of five healthcare chatbot apps: Ada, Mediktor, Your.MD, Symptomate, and HeathTap. Jacob Smith, Sr. UX Researcher, will be presenting the findings from the competitive benchmarking study. In this webinar you will: Uncover best practices, common pain points, and gaps in the healthcare chatbot experience Learn how people feel about chatbots and how their outlook changes after interacting with one
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Live Webinar: Healthcare Chatbot Diagnosis
- 1. Healthcare Chatbot CX Study February 20, 2019
- 2. Jake Smith Sr. UX Researcher UserTesting USERTESTING
- 8. 8 USERTESTING Healthcare is evolving to include more digital solutions and interactions Emerging technologies lead to new user experiences What emerging healthcare experience can we test?
- 9. 45% of millennials don’t have a primary care physician USERTESTING
- 10. “The whole ‘going to the doctor’ phenomenon is something that’s fading away from our generation... it means getting in a car and going to a waiting room.” –Calvin Brown, Kaiser Health News USERTESTING
- 11. 71% of healthcare providers offer telemedicine options USERTESTING
- 12. USERTESTING
- 14. 14 USERTESTING 500 participants 5 apps 3 Core tasks 5 Post-test questions Usability Score
- 15. 15 USERTESTING Ada Mediktor Your.MD Symptomate HealthTap
- 16. 16 1 2 3“You have had a high temperature, cough, runny nose, and headache for the past 24 hours.” Simple diagnosis “You want to learn more about the diagnosis provided by the app to figure out what you should do next.” Next steps for treatment “You are vomiting, feeling tired, dehydrated, and don't have an appetite." Complex diagnosis USERTESTING
- 17. 17 USERTESTING Ease of Use Aesthetics Credibility Efficiency Enjoyment
- 18. 18 Demographics & chatbot usage USERTESTING
- 19. 19 USERTESTING Age groups reflected the generational divide of the US population Gen Z Millennials BoomersGen X
- 21. 21 USERTESTING 30% of health apps used were symptom checking chatbots
- 22. 22 USERTESTING Nearly half of participants had used chatbots for medical- related activities
- 24. 24 Key findings ● Chatbot apps do a poor job of handling complex conditions ● Basic usability issues detracted from the experience ● Chatbot apps have room for improvement to earn consumer trust, but outlooks are positive USERTESTING
- 25. 25 USERTESTING
- 27. 27 Minimal guidance or instructions Difficulty entering and/or editing responses Unclear navigation TITLE Usability pain points eroded trust and satisfaction
- 28. 28 USERTESTING
- 29. 29 ...but wait, there’s hope! USERTESTING
- 30. 30 USERTESTING After the test, most found the chatbot helpful in helping them diagnosis symptoms
- 31. 31 USERTESTING Participants were left with a more favorable outlook towards chatbots
- 33. 33 USERTESTING Positive attributes Ada Mediktor Your.MD Symptomate HealthTap Guidance for first time experience –Clear starting point –Demos, onboarding Intuitive chatbot interaction –Simple steps & navigation –Flexible symptom entry Effective recommendations –Actionable treatment suggestions –Access to experts –Severity gradient of diagnosis
- 34. 34 USERTESTING Positive attributes Ada Mediktor Your.MD Symptomate HealthTap Guidance for first time experience –Clear starting point –Demos, onboarding Intuitive chatbot interaction –Simple steps & navigation –Flexible symptom entry Effective recommendations –Actionable treatment suggestions –Access to experts –Severity gradient of diagnosis
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- 41. 41 USERTESTING Positive attributes Ada Mediktor Your.MD Symptomate HealthTap Guidance for first time experience –Clear starting point –Demos, onboarding Intuitive chatbot interaction –Simple steps & navigation –Flexible symptom entry Effective recommendations –Actionable treatment suggestions –Access to experts –Severity gradient of diagnosis
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- 47. 47 USERTESTING Positive attributes Ada Mediktor Your.MD Symptomate HealthTap Instructions & guidance –Clear and understandable functionality –Demos, onboarding Intuitive chatbot interaction –Simple steps & navigation –Flexible symptom entry Effective recommendations –Actionable treatment suggestions –Access to experts –Severity gradient of diagnosis
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- 55. 55 “Chatbots have the potential to transform the way in which patients engage with their healthcare systems and go some way to take the pressure off overstretched staff…” Michael Larner Juniper Research USERTESTING
- 56. Chatbot technology is still in its infancy Adoption is driven by ease of use and accuracy of diagnosis USERTESTING
- 57. USERTESTING Flexible yet accurate entry of symptoms and thorough treatment options and recommendations
- 59. 59 Q&A USERTESTING Further questions? Email: webinars@usertesting.com