In a Blink...
Role
Digital Adoption Intern
Task
help State Farm employees learn more about their health and wellness benefits
Timeline
June - Aug 2024
Tools
WalkMe, Microsoft OneNote
Solution
create a chatbot to conveniently answer complex questions
Building an MVP
A Different Approach
This was my first project using WalkMe, a Digital Adoption tool that allows the creator to play designer and developer. So, as any first-time experience, there were a few growing pains.
Beginning to Research
While learning the features and capability of WalkMe, I spent time exploring websites and interviewing the State Farm (SF) health benefits team to learn more about how health & wellness is discussed at SF.
Due to my limited knowledge of WalkMe I had truly no idea of what the solutions could be, so my research process was beautifully pure and naive.
To learn about the end user experience I decided to…
1.
Interview the call center employees that receive questions about our health benefits. Unfortunately, this wasn’t feasible.
2.
The next idea was to look at questions asked during the Medical Benefits Overview sessions.
difference between common and similar abbreviations
covering common health vocabulary/lingo
User questions
difficult to
navigate logistics
Building Momentum
To narrow the scope of the bot, we focused on tackling questions new employees may have about SF health benefits.
After sifting through the questions document, I found that there were 5 broad categories, each with their own subset of topics. I focused on including questions that had objective answers.
I, then, created a flow map to organize the web of health benefits (it’s a lot). It was very important to allow users to move to other areas of the bot easily. I didn’t want anyone to get stuck in a rabbit hole without a convenient way out.
The bot in action
Design Meets Development
WalkMe allows users to interact with the bot by typing and using suggestion buttons. The site map was helpful to figure out what suggestion buttons to display at what time, but answering typed questions was a little more complex.
See, people frequently use different words to describe the same thing. This becomes exacerbated for health benefits when there are already so many abbreviations involved.
I employed the help of the health benefits team to make sure we noted down the necessary keywords to answer a majority of questions.
Users can interact with a WalkMe actionbot in 2 ways: through suggestion bubbles or through typed questions. When clicked, suggestions buttons play their pre-made conversation. When a user types a question, WalkMe consults a list of keywords (made by the designer) to identify which conversation/s would be relevant to the user. It’s a little more complex and open-ended.
Testing
I conducted 1 round of testing with 5 testers. 1 was in their 20s, this was their first full-time job, and had limited information about health benefits. The other 4 testers worked in the health benefits team but were not involved in the process of making the bot.
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Here's what I found:
added guiding text and detailed error messages
added links to graphics made by the health benefits team
slowed the rate of messages
Takeaways
1.
2.
3.
Tools don’t matter as much as your design foundation. Knowing how to execute the necessary research will help you know what you need to create so that you can wield your tool.
Using AI to learn how to use a tool helps a ton! WalkMe has an AI user help feature which helped me make the most of the tool, even as a beginner. (could this be a common feature in the near future of product development?)
UX is so much more than the final “look.” No part of this project involved aesthetics and “visual” design which showed me just how versatile UX design is.