UX Writing na construção de um novo fluxo conversacional para o chatbot Plantão Coronavírus

Abstract

The year 2020 was marked by new coronavirus pandemic in Brazil. Due to this situation, technology and communication services had to expand to serve the large volume of patients who needed care remotely. In this way, telemedicine use was an ally to combat the spread of the virus, since, with this service, the population does not need to travel from their homes to go to hospitals to obtain a medical opinion. Among the telemedicine tools is the use of chatbots, the so-called virtual assistants, created to help people by sharing important information and answering questions related to certain subjects without the need to interacting with a human. However, in this work, we found that some chatbots, such as the Plantão Coronavirus — official chatbot of the Government of the State of Ceará — do not meet all the recommendations for good usability that generate positive experiences for users. Despite this, this chatbot is present on the official websites of the Government of Ceará and has played a significant role in combating the pandemic, helping the population with doubts about the new Coronavirus, performing symptom screening with patients, and connecting them with health professionals when necessary. Given the importance of this chatbot, the present work analyzed, through the UX Writing approach, which UX guidelines recommendations applied in chatbots it follows or fails to follow. This analysis helped to propose improvements for the chatbot Plantão Coronavirus chatbot. For this, a new conversational flow was built, respecting the recommended guidelines violated in the official chatbot. For the initial evaluation of this proposal, three user experience designers inspected the new conversational flow to verify if there was any violation of the guidelines indicated for good chatbot usability.