Requirements

Personas and Use cases

After talking to our client and users, we generalised the new insights into personas.

Users

Our system has two types of users - NHS clinicians who design chatbots, and patients who use them for advice. After empirically surveying users by talking to our client and subsequent pseudo-users, we designed the following personas.

Clinician

Jane is a physiotherapist who currently manually has to tend to problems via a phone call or chat room. She has been inundated with a massive spike in calls related to back problems which can be addressed by following advice on the NHS website. It is more difficult to tend to patients who require more serious attention.

So What?

Jane is personally affected by the underlying problem (elaborated here). She knows how to design an efficient self-service medical advice system. However, she has no technical background and hence the highest priority for her is to have an intuitive, easy-to-use method of designing such chatbots. She therefore uses Voiceflow.

Patient

So What?

John is affected by the other angle of the problem - accessibility of health advice information. It is simply too inefficient to get personalised advice for generic conditions, so John would rather schedule an appointment with his GP instead, inadvertently wasting NHS resources. John wants something that is quick, simple, and accessible everywhere - whether he is out in the wilderness or back home.

Putting It Together

usecase

List of Use Cases

IDUCU1
DescriptionA user would like to upload a chatbot
ActorA clinician within the NHS
Main Flow1. User logs in to application
2. User clicks to ‘upload a chatbot’
3. User uploads a Voiceflow diagram
ResultThe chatbot is uploaded and ready to be linked to a live phone number.
IDUCU2
DescriptionA user would like to view all uploaded chatbots
ActorA clinician within the NHS
Main Flow1. User logs in to application
ResultThe user is presented with a table view of all uploaded chatbots
IDUCU3
DescriptionA user would like to remove a chatbot
ActorA clinician within the NHS
Main Flow1. User logs in to application
2. User searches the chatbot to remove
3. User clicks the trash icon to remove the chatbot
ResultThe chatbot is no longer stored in the application
IDUCU4
DescriptionA user would like to deploy a chatbot to a phone number
ActorA clinician within the NHS
Main Flow1. User logs in to application
2. User selects which chatbot to link to a phone number
3. User clicks on a number from a list of available phone numbers
ResultThe chatbot is deployed on that phone number and can now be messaged
IDUCU5
DescriptionA user would like to unlink a chatbot from a phone number
ActorA clinician within the NHS
Main Flow1. User logs in to application
2. User selects which chatbot they want to unlink
ResultThe chatbot is unlinked from that phone number and can no longer be messaged
IDUCU6
DescriptionA user would like to change a chatbots phone number
ActorA clinician within the NHS
Main Flow1. User logs in to application
2. User selects which chatbot they want to change the number of
3. User picks a new number from a list of available numbers
ResultThe chatbot is unlinked from the old phone number and linked to the new phone number
IDUCU7
DescriptionA user would like to test a chatbot
ActorA clinician within the NHS
Main Flow1. User logs in to application
2. User selects which chatbot they would like to test
3. User sends messages to a simulated version of the chatbot
ResultThe simulated chatbot responds in the same way as if it were linked to a phone number