Saturday, April 20, 2019

Healthcare Chatbot Apps Are on the Rise but the Overall Customer Experience (CX) Falls Short According to a UserTesting Report

BWW News Desk
January 16, 2019

The healthcare industry is in the midst of a technological transformation The adoption of chatbot apps are changing the way consumers seek medical treatment and the way in which the healthcare industry is connecting with consumers However despite their potential healthcare chatbot apps face several challenges before widespread adoption is achieved pblockquotep idpullquotepblockquote p To gain a better understanding of the current levels of satisfaction and usability with some of the leading healthcare chatbot apps a referrerpolicyunsafeurl targetblank hrefhttpsctsbusinesswirecomctCTidsmartlinkampurlhttps3A2F2Fwwwusertestingcom2Fampesheet51925730ampnewsitemid20190116005039amplanenUSampanchorUserTestingampindex1ampmd5708c2d7fe9195099453e4de73d879261 relnofollowUserTestinga the leading ondemand human insight platform today announced the findings of the a referrerpolicyunsafeurl targetblank hrefhttpsctsbusinesswirecomctCTidsmartlinkampurlhttps3A2F2Finfousertestingcom2Fhealthcarechatbotdiagnosisreporthtml3Futmsource3DWeb26utmmedium3DPress2520Release26utmcampaign3DIR25200000002520HEALTHCARECHATBOT26utmcontent3DHealthcare2520Chatbot2520Diagnosis2520Benchmark2520Report26utmcta3DDownload2520The2520Reportampesheet51925730ampnewsitemid20190116005039amplanenUSampanchorHealthcareChatbotCustomerExperience28CX29IndexReportampindex2ampmd5517be4ebe2cc735dc012ce80275f19e9 relnofollowHealthcare Chatbot Customer Experience CX Index Reporta The report ran a competitive benchmarking study of five of the top healthcare chatbot apps Ada HealthTap Mediktor YourMD and Symptomate p p The report consisted of 500 consumers that evaluated the chatbot apps based on the following criteria Ease of Use Speed Credibility Aesthetics and Delight UserTesting identified these criteria as key customer attributes based on more than 10 years of experience helping companies leverage human insight to improve customer experiences p p Key findings from this report p ul li classbwlistitemmargb bChatbot apps still need to earn customer trustb Participants in this report noted unease in trusting unfamiliar brands with their personal information as well as the lack of HIPAA Health Insurance Portability and Accountability Act compliance with many chatbot apps li li classbwlistitemmargb bChatbot apps do a poor job of handling complex conditionsb All of the apps were inconsistent at best when diagnosing complex conditions Some of the simplest symptoms tested would often lead to alarming and inaccurate diagnoses li li classbwlistitemmargb bBasic usability issues detracted from the overall chatbot experienceb Loading issues for some participants for example made some chatbot apps unusable at times Chatbot apps with a poor CX may lose potential users revenue or worse li ul p Consumers have high expectations when it comes to their digital experiences From ordering a car ride to managing finances to getting medical advice consumers expect a fast easy and highquality customer experience said Janelle Estes Chief Insights Officer at UserTesting Our study shows the importance of leveraging human insight to understand consumer sentiment and preference in order to create a superior customer experience it can ultimately determine success or failure for nextgen apps like chatbots and conversational AI p p To access the Healthcare Chatbot Customer Experience CX Index Report click a referrerpolicyunsafeurl targetblank hrefhttpsctsbusinesswirecomctCTidsmartlinkampurlhttps3A2F2Finfousertestingcom2Fhealthcarechatbotdiagnosisreporthtml3Futmsource3DWeb26utmmedium3DPress2520Release26utmcampaign3DIR25200000002520HEALTHCARECHATBOT26utmcontent3DHealthcare2520Chatbot2520Diagnosis2520Benchmark2520Report26utmcta3DDownload2520The2520Reportampesheet51925730ampnewsitemid20190116005039amplanenUSampanchorhereampindex3ampmd5ca85db397b4169f1527e81397f53e82e relnofollowherea To review UserTestings past industry CX reports visit a referrerpolicyunsafeurl targetblank hrefhttpsctsbusinesswirecomctCTidsmartlinkampurlhttps3A2F2Fwwwusertestingcom2Fresources2Findustryreportsampesheet51925730ampnewsitemid20190116005039amplanenUSampanchorhereampindex4ampmd5bfddf48f8241a49a1ce9058674cbeb54 relnofollowherea p p bResearch Methodologyb p p Five hundred consumers evaluated the apps based on five factorsEase of Use Speed Credibility Aesthetics and Delightwhich UserTesting has identified as the key customer experience attributes over more than 10 years of helping companies leverage human insight to improve their customer experiences Participants were given a list of symptoms for the common cold and for food poisoning and were asked to use the apps to get a diagnosis Participants then answered a series of questions about their experience which resulted in both quantitative data a UserTesting UQ score on a scale of 0 negative to 100 positive and qualitative insights p p bAbout UserTestingb p p UserTesting enables every organization to deliver the best customer experience powered by human insight With UserTestings ondemand a referrerpolicyunsafeurl targetblank hrefhttpsctsbusinesswirecomctCTidsmartlinkampurlhttps3A2F2Fwwwusertestingcom2Fplatform2Fcapabilities3F26utmmedium3Dpressrelease26utmsource3Dprwire26utmcampaign3Dplatformcapabilitiespage26utmcontent3D26utmterm3Dampesheet51925730ampnewsitemid20190116005039amplanenUSampanchorHumanInsightPlatformampindex5ampmd5aa399ce8ebb0b1f2a66e1630691dbd11 relnofollowHuman Insight Platforma companies across industries make accurate customerfirst decisions at every level at the speed business demands With UserTesting product teams marketers digital and customer experience executives confidently and quickly create the right experiences for all target audiences increasing brand loyalty and revenue UserTesting has over 1200 subscription customers including 48 of the top 100 brands in the world and has delivered human insights to over 35000 companies todate p p Backed by Accel and OpenView UserTesting is headquartered in San Francisco CA To learn more visit a referrerpolicyunsafeurl targetblank hrefhttpsctsbusinesswirecomctCTidsmartlinkampurlhttps3A2F2Fwwwusertestingcom3F26utmmedium3Dpressrelease26utmsource3Dprwire26utmcampaign3Dhomepage26utmcontent3D26utmterm3Dampesheet51925730ampnewsitemid20190116005039amplanenUSampanchorwwwusertestingcomampindex6ampmd52c8fa386f8dc9521c24caad741323db6 relnofollowwwwusertestingcoma p p p

SOURCE: BUSINESS WIRE. ©2015 Business Wire


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