Conversational UI for Agents, Web, Chatbot, VUI, and AI

The key task for my enterprise user experience team was to unite all possible product and service offerings into one simple information architecture for an online/offline concierge service and portal. That's one comprehensive schema for every offering of a healthcare ecosystem of hospitals, doctors, labs, fitness centers, rehab programs, mental health programs, home care, pharmacies, payments, lab results, Medicaid/Medicare compliance, and a Medicare advantage plans. Oh yes - and the same script had to work across all omnichannel touchpoints -- chatbot, telephony, web, mobile, IVR, and VOIP/VUI.

I had been using a new Object-Oriented UX approach to IA that worked perfect. Traditional legacy routing was built around departments. That makes one-stop-shop portals feel like a warehouse sometimes. But OOUX focuses on actions users want *to do*.

I routed over 95% in UXR tests with 5 main choices -- Schedule Anything, Pay Anything, Login Anywhere, Find Any Location, and Refill Any Prescription. The action based approach also worked perfectly for agents and IVR (the visualization of phone trees on your mobile phones), and was inherently conversational. Testing was always great, the difficulty on this project was getting stakeholder buy-in.

Below are just the opening questions and the mocks from the ppt report on the solution and testing. Parts of it are live now; the agents love how small and simple the script is and SEO and conversion traffic went through the roof.

I have an 8-page decisions tree that supports every possible path, and would love to furnish that upon request.