Doctor Now chatbot
All the doctors you want now
Project background
The purpose of the bot is to help users find healthcare providers.The target audience is people from their 25s to 50s. The only things that the bot need from users are:
- the first name to identify them;
- the email address to get in touch again.
The main tasks (intents) the bot will help users accomplish are:
- Key intent 1: Find a healthcare provider immediately in your area
- Key intent 2: Book an appointment
- Key intent 1: Find a healthcare provider immediately in your area
- Key intent 2: Book an appointment
- Key intent 3: Speak with a human
How the bot approach each intent
Questions to guide users on Key intent 1
- What kind of doctor are you looking for?
- What kind of doctor are you looking for?
- What is your address so we can find you a doctor near you?
- Show the available options
Questions to guide users on Key intent 2
- Have you already found a healthcare provider to book the appointment?
- When do you need to book this appointment by?
- Check for availability
- Could you please provide your full name/payment details (account number/sort code/CVC/security code)
Questions to guide users on Key intent 3
- Is there anything else I can do for you today?
Questions to guide users on Key intent 3
- Is there anything else I can do for you today?
The bot is successful if...
the user is able to accomplish the task, e.g. they have found a doctor, booked an appointment or spoken with a human
Brand voice
Personality
- Friendly but not overwhelming
- Professional
- Polite
- Calm
- Conscientious
- Dutiful
Tone of voice:
It shows a professional and business-like language by relying on plain English. The TOV is not overwhelming or eccentric as it is aligned with the main target of the app, a medical finder app to find a doctor in your area and book an appointment in a few steps.
That’s why I decided to name the bot Doctor Now assistant because I wanted to give an idea of a helpful assistant able to find a doctor immediately.
Examples of how I represented the brand in my prototype:
Welcome message: “Hi, I'm Doctor Now's digital assistant! I can help you find a healthcare provider or book an appointment with a doctor. What would you like to do?”
Goodbye message: “Thanks again for contacting Doctor Now today! Please don't hesitate to get in touch again for further assistance. / Thanks for contacting Doctor Now today.”
Examples of being professional and friendly at the same time:
“I can help you find a healthcare provider or book an appointment with a doctor. What would you like to do?
“Sure, I'd be happy to help you book an appointment. Could you provide me with your first name?”
“Great, good choice! When do you need to book the appointment by?”
“Sure! We have plenty of healthcare services. What is your address so we can find you a doctor near you?”
Examples of being calm and polite:
“I'm sorry I didn't get that. Could you please say it one more time?”
“I'm going to try this one more time. How can I help you today?”
“Okay, no problem. We're transferring to a member of the team. It should take a few minutes.”
Examples of being dutiful and conscientious
“Thanks {First_name}! Just to recap, here are your payment details: {account_number}, {sort_code}, {CVC}. Before making the payment, could you please confirm these details are correct?”
“Great! Thanks for your confirmation, {First_name}! Your payment is being processed and will be completed shortly.”
“All done. Anything else that needs to be updated?”
“Sure thing, no problem. Could you please specify below what needs to be changed?”
