Anthem
Chatbot Personas
Agency: Deloitte Digital
About
A Medicare Advantage insurance provider wanted a virtual assistant chatbot to make finding the right plan and information easier for their users.
Role
I wrote three chatbot personas based on the insights gained from our user research team and interviews, as well as the unique user needs.
Notes
There aren’t many guidelines on how to create a chatbot persona out there yet. I created mine with considerations for personality, voice, tone and user pain points.
Who’s who
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The Assistant
The Assistant is task oriented but engaging and empathetic to a user's state of mind. She's a true digital assistant and doesn't present as a real person.
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The Friend
The Friend is warm and friendly and guides users towards making choices they feel good about. She's proactive and makes personalized recommendations.
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The Coach
The Coach isn’t a medical expert but she’ll keep you accountable. She reassuring and positive, but like a good mentor, she can be firm when a user needs a nudge.
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