Choosing a therapist who will suit us is not a simple task.The average person will replace between 3-4 Therapists until finding the right one for him/her. There are many reasons for this challenge but the main one is lack of chemistry. The search for the right therapist might evoke a feeling of mistrust, frustration and dissatisfaction, not to mention the money invested during this process.
The Problem
Product Design, Android, 2020
I UX & UI Design by me
Chiro
Emotional chatbot that listen &
understand you
Users Research
On approaching this problem, it was crucial to gain a better grasp of how users’ routine and interest in using the app.
The hook is an experience designed to bridge the user’s problem and the solution. According to Nir Eyal’s theories on customer behavior. HOOK consists of four parts — Trigger, Action, Reward, and Investment.
A Trigger is a cue that causes an individual to take action. There are two types of triggers: internal triggers are emotions such as loneliness, boredom, and insecurity, whereas external triggers can consist of friend recommendations, messages, and the current weather.
The Trigger → I want to talk to someone and get an emotional support
An Action takes place after the trigger. Action can include scrolling, listening, refreshing, and playing within an App.
The Action → Opens the app to start a conversation
The Reward is the user’s desire, taking the form of happiness, information, recognition, and acceptance.
The Reward → Feel better and less lonely
An Investment is what users are willing to do for further rewards. In Nir Eyal’s argument, repeated rewards contribute to increased investments — whether time or monetary consumption. In a sense, investments can drive future benefits including money, effort, and time.
The Investment → Explain your thoughts and emotions and answer quetions
The Fogg Behavior Model reveals an inverse relationship between motivation and ability. When the action is complex, users require more motivation. Thus, it is important to make the minimum action as effortless and quick as possible for the users.
Ventures often underinvest in easing the minimum user action while over-invest in attempts to increase motivation.
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What is the most minimum action the user takes in anticipation of a reward — Filling better and less lonely?
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How can I minimize the effort required to take the intended action?
Project Details
The objective is to design a platform that will enable users to get an emotional support while sharing their personal stories.
1. Goals
2. The Challenge
How might we build a platform in which users feel confident sharing whatever is on their mind and receiving authentic and emotional response, just like in real life conversations.
3. Deliverable
A mobile product that covers the end-to-end experience of personal and meaningful communications.
Key features: emotional support chat, listening to lectures from different aspects of life , summery chat, chat availability 24/7,sharing pictures and links.
Mental health disorders
Mental health disorders are among the leading causes of morbidity and mortality worldwide and could cost the global economy about $ 16 trillion by 2030.
01.
Sharing emotions via digital environment
Private messages can make it easier to talk about emotional or serious issues. According to Antigone Davis, Head of Global Safety at Facebook "80% feel they can be completely honest when delivering messages in person."
03.
Therapist's session costs
Mental health providers in many cities charge about 75-150$ for each 45-minute session.
02.
According to the literature,an estimated 275 million people suffer from anxiety disorders. That’s around 4% of the global population
Market Research
My Competitive Research taught me that currently the main
products which offers mental support, are focusing in three main areas
Account creation
Designing a flexible set of steps that can capture the amount of data the user feels comfortable sharing in relate to the issue he/she wants to chat about.
Chatbot
Designing chatbot in which user can start a conversation on any subject he/she choose. Higher engagement rate to chat can be achieved by cohortative responds from chatbot and remembering the content from previous chats.
Chat's Insights and goals
Designing informative summary session for each chat , including date and resolutions from the session. Defining goals and designing a dedicated training program.
Following customer interviews and market research , I synthesized my findings and was able to create a customer journey and persona, keeping in mind the below key points while defined the architecture of the app
Conclusions
Emotional Chatbot who is able to express empathy. The Bot will learn and adjust to user's personality and will be able to communicate and express human like empathy. User will receive supportive, non judgmental space whenever he/she wishes to talk. Together, user and Bot will set tasks and goals to improve user's life quality.
Okay, so what is your solution?
The technology will based on Artificial intelligence and NLP-Natural Language Processing - A Bot will be able to "understand" the written text and express different human like emotions so user will receive emotional support whenever he/she choose.
Wireframes
The content strategy was the first major UX hurdle since I needed to fully map out the digital experience in order to determine what content is needed to be displayed after onboarding. The second major UX challenge was ensuring a simple and usable experience on every screen, while also allowing for multiple layers of content and navigation.
Prototyping & Usability test
Hi, I'm here : )
User Journey
After analyzing the problem statement and learning a bit more through interviews about the behavior and needs of our main users, we started to map out the journey through a simple flow chart to make sure we cover all of the steps in order to reinforce our decisions. This helps us to have holistic visibility of their path from the moment of sign up to success.
