Roche
Improving the accessibility and user experience of an ophthalmology e-health service with a conversational UI
2021-2022
Accessibility, Usability testing, User research, WCAG testing
To boost their preventive ophthalmology website's adoption rates, Roche decided to design a better user experience by featuring a digital human as a conversational agent.
As a UX researcher, I investigated how to enhance accessibility and provide a better user experience for individuals living with low vision.
I conducted comprehensive user research to help designing and testing an interactive experience that featured a digital human as conversational agent.
I presented an article extracted from my thesis on DMSVIVA 2023.
Goals
Increase accessibility for people living with low vision
Validate the concept of using a digital human as a conversational agent
Improve the user experience of e-Health websites for people living with low vision and their caregivers
Results
My work at Roche Oy allowed me to write my Master’s thesis “Leveraging Conversational User Interfaces and Digital Humans to Provide an Accessible and Supportive User Experience on an Ophthalmology Service”, which aimed at contributing to the knowledge base of designing with digital humans.
Research question
“Can a digital human provide a better user experience to people living with low vision through conversational interaction?”
I conducted
explorative research focused on end-users’ needs, requirements, preferences and opinions
semi-structured interviews on Usertesting.com paired with collaborative activities on Miro.
The goal was to understand people’s reactions to digital humans and expectations for its personality. The results informed the digital human’s character design.
I prototyped the interface with a focus on visual accessibility and clarity.
I also helped design the conversational flow.
I validated the concept through
cognitive walkthrough to investigate usability
WCAG 2.1-based evaluation to investigate accessibility
participant observation caregivers and people living with mild and severe low vision
follow-up interviews
focus groups
I provided a design suggestions to improve the service and a set of six guidelines to follow when designing conversational user interfaces featuring digital humans.
