From Ideas to Impact
Designing more human conversations
Reimagining Lilly's chatbot as an experience centered on empathy, relevance, and meaningful interactions. Our proposed feature enhancements and phased roadmap laid the foundation for a more connected patient journey.
Lilly Assist Persona:
Introduce a user-friendly persona for easy interaction.
Empathetic Tone:
Ensure chatbot communicates in an empathetic tone.
Purposeful Prompts:
Leverage action-oriented prompts to start or restart a conversation.
How to Use Chatbot Menu:
Offer clear and concise instructions to users.
Contextual Tracking:
Personalize the experience for each user based on tracked/learned behaviors.
Dual Usability:
Implement a floating bot to allow for website access while in chatbot.
Impact
More Conversations
Introducing Lilly Assist's persona and purposeful prompts encouraged more visitors to start engaging with the chatbot.
+81%
chatbot starts on the homepage
+59%
chatbot starts sitwide
Statistically significant at 95% confidence
Better Conversations
Adding empathetic tone and contextual tracking created richer, more relevant interactions once conversations began.
+19%
average engagements per chatbot session
+3.6%
increase in First Prompt Rate across all other pages
1.1% → 1.5%
First Prompt Rate on the Savings page
