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LUA HEALTH - AI CHATBOT

Designing a
Trustworthy AI
Mental Health
Chatbot Experience

CUX DESIGN
VISUAL DESIGN
INTERACTION DESIGN

LUA HEALTH - AI CHATBOT

Designing a
Trustworthy AI
Mental Health
Chatbot Experience

CUX DESIGN
VISUAL DESIGN
INTERACTION DESIGN

LUA HEALTH - AI CHATBOT

Designing a
Trustworthy AI
Mental Health
Chatbot Experience

CUX DESIGN
VISUAL DESIGN
INTERACTION DESIGN

LUA HEALTH - AI CHATBOT

Designing a
Trustworthy AI
Mental Health
Chatbot Experience

CUX DESIGN
VISUAL DESIGN
INTERACTION DESIGN

Lua_Health_hero-min
Lua-3-min

Privacy

Empower user trust through chatbot interactions with privacy by design principle.

Lua-3-min

Trust

Transparent data handling and visibility at any touchpoint, in addition to consistent storytelling, fostering user trust.

Lua-3-min

Confidence

Transparent data handling and granular consent options foster user confidence.

Lua-3-min

Privacy

Empower user trust through chatbot interactions with privacy by design principles.

Lua-3-min

Trust

Transparent data handling and visibility at any touchpoint, in addition to consistent storytelling, fostering user trust.

Lua-3-min

Confidence

Transparent data handling and granular consent options foster user confidence.

LUA HEALTH

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Muteo partnered with Nathan Kinch to design the first-ever  AI mental health chatbot experience for Galwick University. The chatbot, Marvin, is specifically designed to assist corporate employees in monitoring their mental health through daily interactions. Marvin can detect early signs of distress and intervene proactively while ensuring the employees' privacy. 

LUA HEALTH

—

Muteo partnered with Nathan Kinch to design the first-ever  AI mental health chatbot experience for Galwick University. The chatbot, Marvin, is specifically designed to assist corporate employees in monitoring their mental health through daily interactions. Marvin can detect early signs of distress and intervene proactively while ensuring the employees' privacy. 

Lua-health-mission-A.1

The Mission

To foster employee confidence and trust in using an AI mental health chatbot at work, from onboarding to daily integration.

The Challenge

To design a trustworthy conversational (CUX)  and interactive experience within 'Mircosoft Teams' messenger. Helping employess to build confidence and trust in the AI chatbot 'Marvin' and enourage them to daily interactions.

Designing an experience that is engaging and helps people understand how the CDR works.

Designing an experience that is engaging and helps people understand how the CDR works.

Designing an experience that is engaging and helps people understand how the CDR works.

Designing an experience that is engaging and helps people understand how the CDR works.

Lua-health-methodology-A-min
Design Process

Approach

Human-centric design
We gained an empathetic understanding of the varied needs and challenges employees face in the workplace. Our approach prioritizes personalization, privacy, and empathetic interactions.
Interaction design
We enhanced the Microsoft Teams AI chatbot by utilizing suitable built-in modules and widgets. We focused on creating an intuitive, engaging experience that fits seamlessly within 'Microsoft Teams' constraints, delivering an interactive and enjoyable user experience.
User research
We conducted an in-depth user research study focusing on trust and confidence issues encountered by individuals dealing with personal health issues in the workplace. This led to the creation of two proto-personas— one confident and the other less so— to accurately tailor user flows and address distinct needs and pain points.

Methodology

User Flow Mapping
We mapped out the different onboarding and consent scenarios and designed for a trustworthy experience helping to foster user trust into the chat bot.
Value Sensitive Frameworks
We implemented the Data Trust by Design (DTbD) framework for the onboarding and consent process, prioritising transparency and trust-building – ensuring users are fully informed and confident in their interactions.
Choice Architecture
We designed a choice architecture for critical decision points, providing users with various pathways and transparent layers within the experience, fostering trust until they feel confident to engage with the chatbot fully.

Approach

Human-centric design
We gained an empathetic understanding of the varied needs and challenges employees face in the workplace. Our approach prioritizes personalization, privacy, and empathetic interactions.
Interaction design
We enhanced the Microsoft Teams AI chatbot by utilizing suitable built-in modules and widgets. We focused on creating an intuitive, engaging experience that fits seamlessly within 'Microsoft Teams' constraints, delivering an interactive and enjoyable user experience.
User research
We conducted an in-depth user research study focusing on trust and confidence issues encountered by individuals dealing with personal health issues in the workplace. This led to the creation of two proto-personas— one confident and the other less so— to accurately tailor user flows and address distinct needs and pain points.

Methodology

User Flow Mapping
We mapped out the different onboarding and consent scenarios and designed for a trustworthy experience helping to foster user trust into the chat bot.
Value Sensitive Frameworks
We implemented the Data Trust by Design (DTbD) framework for the onboarding and consent process, prioritising transparency and trust-building – ensuring users are fully informed and confident in their interactions.
Choice Architecture
We designed a choice architecture for critical decision points, providing users with various pathways and transparent layers within the experience, fostering trust until they feel confident to engage with the chatbot fully.
Privacy-2b

Conversational User Experience [CUX]

We designed five conversational experiences, covering:  

1.0 - Onboarding

2.0 - Post-Onboarding

3.0 - First check in

4.0 - Consent stage

5.0 - Consent revocation

CONVERSATIONAL FLOWS

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SELECTED CONVERSATIONAL SCREENS

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Conversation_2.4
Conversation_3.4

Mood mapping

We introduced an intuitive mood chart accessible to employees, allowing them to request a weekly review to track mood improvements from interactions with Marvin.

Mood-1
Lua-4-min

Improved User Engagement

Empowering users with control over their privacy fosters a sense of ownership, leading to more active engagement with the chatbot.

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Enhanced User Trust

Users appreciate the transparent approach to data handling, leading to increased trust in the chatbot platform.

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Compliance Readiness

By proactively addressing privacy concerns, the company stays ahead of regulatory requirements, mitigating the risk of penalties and reputational damage.

The Team

Here's to Nathan Kinch, Fionn, and the Lua Health team's dedication, working across three time zones to develop and test the first functional prototype in diverse work environments.

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The Team

Here's to Nathan Kinch, Fionn, and the Lua Health team's dedication, working across three time zones to develop and test the first functional prototype in diverse work environments.

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MORE OF OUR WORK

MORE OF OUR WORK

MORE OF OUR WORK

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We are an -

Experience
Design Studio

We acknowledge the First Peoples of Australia, their Elders past, present and emerging. We pay our respects to the traditional storytellers, designers, artists and owners of the land on which we live and work.

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WE DESIGN FOR /
PEOPLE + TRANSPARENCY + SIMPLICITY + LOYALTY + EQUALITY + SUSTAINABILITY + DATA PRIVACY + TRUSTWORTHINESS + OPTIMISATION + INNOVATION + POSITIVE ENGAGEMENT + ACCESSIBILITY + EMPOWERMENT + INSPIRATION + COLLABORATION / TO GIVE YOU THE EDGE

WE DESIGN FOR / PEOPLE + TRANSPARENCY + SIMPLICITY + LOYALTY + EQUALITY + SUSTAINABILITY + DATA PRIVACY + TRUSTWORTHINESS + OPTIMISATION + INNOVATION + POSITIVE ENGAGEMENT + ACCESSIBILITY + EMPOWERMENT + INSPIRATION + COLLABORATION / TO GIVE YOU THE EDGE

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