Patient Concierge Chatbot Application Design Concepts Challenge

Welcome to Patient Concierge Chatbot Application Design Concepts Challenge

This is a reposted challenge, this time we need you to focus more on the Chatbot application functionality and a bit less on a traditional web page on Desktop and Mobile screen sizes. Web piece is still important, as it houses the chatbot experience, but it should all be apart of the larger application. How does the chatbot expand beyond just a chat window and add value to the user?

Read the detailed challenge specification below. Let’s discuss any questions you have!

Round 1

Initial Patient Concierge Chatbot Application Design Concept on Desktop screen size
Note: Feel free to submit more screens with some features for early feedback

Round 2

Final Patient Concierge Chatbot Application Design Concept on Desktop and Mobile screen sizes
About Client
Our Client is a national revenue cycle management firm headquartered in Denver, Colorado. We service healthcare providers exclusively and specialize in:   

• Self-pay early-out programs  
• Insurance follow-up   
• Patient care call/verification programs

By focusing on telephone contact with patients and third-party payers and utilizing the latest in computer and telephony technology and a patient-friendly approach, we maximize recoveries for our clients.

About the Patient Concierge Chatbot
Our Client is in their early application development in the Health Insurance Industry. They want to build a Patient Concierge Chatbot web application that will have features to answer patient inquiries regarding: Account Balance, Payments, Payment Arrangements, Recurring Payments, Insurance, Financial Assistance, Patient Requests, etc.

Design Problems

• The current client web portals are very basic with these functions:
  • Account Balance
  • Payments
  • Payment Arrangements
  • Recurring Payments
  • Insurance
  • Financial Assistance
  • Patient Requests
• For this challenge, you need to focus more on the chat application and user interactions, and less on designing traditional web pages!
• Find the right balance between the chatbot experience and a web page
• The goal is that this chatbot application should bring more to the user and add additional value to them.
• We're looking more for the "walkthrough help aspect" that a user might be needing.
  • For example, setting up a payment plan. If the user tries to set up a $1 payment plan, the chatbot should let the user know that that amount doesn't fit within the current payment plan policies. Maybe even suggest alternatives? More engaging and conversational is the key.
• More focus on the flow of conversation between the patient and the call agent (bot)
• Check the required features that need to be incorporated within the chatbot application below

General Requirements

• Mockup design for all required features: https://drive.google.com/open?id=19GZdopwwiPcc--PcDPwHB4poqLgbVJpw
• Create design flows of how the Chatbot works from the 1st time opening the chatbot, showing the user interactions until the user can understand the response of what they looking for.
• Create different design states when using the Chatbot, for example:
  • At first load
  • When typing of Message
  • When waiting for the user to respond, what does the chatbot look like
  • Any status icons that need to be displayed
  • Chatbot suggestions of current app features (guiding the user)
  • Display Table/Chart to help explain certain information to users?
  • Possible to attach images/videos or links?
  • Success/Error message
• Anything else? We're looking for your ideas
• Maybe we can design a Chatbot character that represents the client's identity?
• Any additional styles or "views" for the Chatbot that you think are appropriate and useful for the user.

Patient Concierge Chatbot Application Submission Requirements

Landing Page/ Initial screen

• The landing page will be served as the main page for our Chatbot
• Include a Welcome message to our user.
• You should focus on the chat application functionality versus a traditional web page look, with a chatbot area embedded in it
• Below are some required functionalities that need to be integrated with the Chatbot application. These are the sorts of items that a user using the chatbot would be able to do and ask about.

a). Patient Verification (chatbot experience)

• We want to remove the user industry terms and jargon to make the experience more user-friendly and easier to understand.
• We will keep your information confidential and secure to help ensure security we need to verify some information including:
• Your Account Number
• Date of Birth
• Last four digits of your Social Security Number

b). Balance Inquiry

• Need to be able to check Details of Patient Account Balance:
• Insurance Paid
• Adjustment (if any)
• Insert patient statement if possible

c). Make a Payment / Payment Arrangement

• Need to be able to access Payment features like:
• Accept Credit Card & ACH
• Include Accept Cards
• Check payment instructions (Routing / Account)
• Balance in full or partial Payment
• Partial payment initiates payment plan options & setup
• Include partial payment guidelines logic

d). Information update - Demographic & Insurance

• Should be able to update information:
• Present current information
• Ability to add/modify contract information
• Ability to add insurance information
• Ability to upload information (ie: insurance card)
• Reference about Demographic & Insurance: https://drive.google.com/open?id=1HIDCtAbDUt-u4V8ApuaG9Dsmlqj6IfKY

e). Financial Assistance

• Need to be able to check Financial Assistance Report:
• Intro and disclosures related to FA (qualification guidelines etc)
• Financial Assistance form with fields - enter information
• Ability to upload documents (ie: tax return)
• Reference about Financial Assistance: https://drive.google.com/open?id=1FWXkUVwAAoM5Ekwaj1cOZdIrAgCwITZ4

f). Request Submission.

• The patient can submit requests for:
• Itemized Statement
• Annual (calendar) payment history
• Coding Reviews (Diagnostic versus preventative)
• Other Request / Question

Design Submission Formats:
a). Screen Sizes:

• Desktop Screen Size: 1366px(w) × Height up to your design
• Mobile Screen Size: 750px(w) × 1334px(Height) up to your design

b). Design theme, colors, typography

• Branding Design Theme: Business & Professional
• Color palette: Up to Designer
• Fonts: Up to Designer

c). Submission Design Presentation

• As part of your submission, you must upload your submission to MarvelApp so we can provide direct feedback on your designs.
• If you need a MarvelApp Project, send email OR via challenge forum to this following email address: dedywahyuditc@gmail.com
• Important! Make sure to include a URL/Link to your MarvelApp within your submission notes

Target User
Client Potential Users

Judging Criteria

• Chatbot functionality and experience
• User interactions and chatbot responses
• Responsive Design
• Cleanliness of your graphics and design
• User Experience

Submission & Source Files
Preview Image
Please create your preview image as one (1) 1024x1024px JPG or PNG file in RGB color mode at 72dpi and place a screenshot of your submission within it.

Submission File
Submit JPG/PNG image files based on the Challenge submission requirements stated above.
MarvelApp link for review and to provide feedback

Source Files
All source files of all graphics created in Adobe Photoshop, Illustrator, XD or Sketch and saved as an editable layer

Final Fixes
As part of the final fixes phase, you may be asked to modify your graphics (sizes or colors) or modify overall colors.