Read part 1: inspiration and part 2: ideation here. Testing, Revising, and Iterating We really valued testing during our process as we wanted to make sure that we got something that didn’t just sound nice in theory but was based on how real humans interact with each other and chatbots. We ran two types of tests; Wizard of Oz testing and Usability testing. The former method was used to test differences between two lo-fi prototype variants while the latter was meant to test our final prototypes. Wizard of Oz & A/B testing We had two different lo-fi prototype variants worked out at this point in the form as a sort of dialogue script. One focused on a purely competent conversational style, while the other went for a warmer approach. We decided to test these in a textual interface through apps like Whatsapp, Facebook, and Discord. Half our group would test the competent dialogue while the other half would test the warmer one. I tested the warmer variant on some different people from completely different fields of occupation. Our most valuable insights up to this point were recorded in the document linked below. We used all of these insights to build […]
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Read part 1: inspiration and part 3: implementation here. Brainstorm: With the information gathered, the team held a brainstorm session with our stakeholders. We applied several methods, such as braindumping, customer journey mapping, pain & gain definitions, limit extension, rolestorming, and COCD-boxing. Vince put together a plan in order to make sure we would make optimal use of the methods. At the end of the day, a concept sketch was made that laid the foundation of our later concepts. You can find the team’s findings in the pdf linked below: Outcome per brainstorm phase Concept Design: Once we had our concept sketched out, we created a more encompassing concept design document. Vince set up an initial version of this document. He didn’t understand how the Golden Circle method works and started out at the what instead of the why. The point of the Golden Circle is to figure out why we’re doing what we’re doing, so we can keep that in mind in everything we do. It only works if you get the order right: start with why, then how, and finish with what. So instead of focusing on what the project requirements were, we had to focus on the reason behind the project […]
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Read part 2: ideation and part 3: implementation here. Field Research & Interviews: In order to get a better picture of our target audience, we went out to interview several patients. The aim of our interview was twofold, we wanted to find out more about the general situation these patients found themselves in, as well as to find out what their attitudes were towards chatbots. As this was still the inspiration phase, we chose to utilize a semi-structured interview methodology. This allowed us to have more free-flowing ideas during this phase. To reach our target audience, we decided to split up and visit 3 different hospitals, Catharina, Meander Medisch Centrum and UMC Utrecht. Some of the more significant insights we got from these interviews were that patients do see a use for a chatbot in the waiting room for last-minute questions or stress reduction. Patients would feel closer to the chatbot and trust it more when gathering information from it or getting distracted through gamification. You can find the interview structure below: Hospital Interview Additionally, Nash and I interviewed people in the field of applied psychology to gain a better insight into what kind of questions they ask their patients in […]
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