Can we chat? An introduction to designing chatbot user experiences

Making healthcare more accessible can mean adapting the ways that users get their healthcare information. Chatbots can be used to create more patient-friendly access points (like symptom checking and triage, insurance coverage checking, or bill pay) or for internal use, to have a secondary impact on patient experience. These conversational experiences must be designed with both the users’ needs and human language in mind. We’ll present some of the core considerations that designers should keep in mind when creating chatbots.