Bot MD: AI Chatbot for Doctors
Project Overview
Brief
The client, Bot MD, is a mobile messaging platform for doctors, with an embedded AI assistant that provides medical information for quick reference. The client wanted to quickly test and improve the usability of this app, while also gauging the usefulness of 3 new features.
Outcome
With 3 rounds of testing and prototyping, we discovered and fixed usability issues, making the app more instructional and intuitive to doctors. The redesigned features were moved to development immediately after the study.
Methods
Rapid Iterative Testing and Evaluation
Team Size
3 (1 UX Researcher, 1 UX designer,
1 Project Manager)
My Role
Lead researcher responsible for planning, moderating usability studies, and reporting. I was also involved in ideation and prototyping.
Project Duration
~ 2 weeks
Introduction
Bot MD is a mobile messaging platform for doctors with an embedded AI Assistant that provides verified information on diseases, drug interactions, medical calculators, and protocols.
From this engagement, the client wanted to understand the usefulness and ease of use of the app, with a focus on 3 new features:
Feature 1
Library: In-app repository to store files such as PDFs
and images
Feature 2
Search: Ability to retrieve information from the web, or from the library
Feature 3
Teach the Bot: Ability to store and tag information from a file in the library
Research Planning
Approach
Given the short 2-week timeframe and tight deadlines for feature launch, we decided to adopt a Rapid Iterative Testing and Prototyping approach. We anticipated 2-3 rounds with 5 users each.
Participant recruitment criteria
In collaboration with the client, we defined the user recruitment criteria as follows:
Role
Medical Residents, Junior Doctors and Independent Consultants
Technographics
Android smartphone users with medium - high tech savviness
Moderation Guide
I created a moderation guide with tasks that revolved around the use of the new features. Apart from observing and identifying usability issues, we would also ask users what they thought of each feature, to gauge usefulness of the app.
Frequently used apps
Whatsapp, Facebook Messenger, Medical apps
Excerpt from the Mod Guide
RITE Sessions
Over 3 days, the team conducted Rapid Iterative Testing and Evaluation with doctors at their hospitals. I moderated all sessions, and observed the user's interactions closely. The test device screen was projected to a laptop, which helped my teammates take notes.
After completing the 5 scheduled users everyday, we met for a debrief: we discussed the findings, ideated solutions, and redesigned the prototype for the next round of testing.
We concluded the field study on Day 3, when we did not uncover any usability issues with 3 consecutive participants.
Outcome
The study resulted in a redesign of some of the features, to be more instructional and intuitive. For instance, the onboarding flow was changed from a single window chat-based onboarding to a multi-step onboarding with tooltips that appeared as a user explored the app to discover new features.
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Before
After
Apart from the redesigned prototype, we delivered a presentation listing the usability issues and solutions.
Impact
The study helped with quick discovery and resolution of usability issues, resulting in an instructional and intuitive interface:
The redesigned features were moved to development immediately after the study.
Contact me to learn more about the findings and outcomes from this study
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