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
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?
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
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
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
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