The Friction
Existing digital health tools fail many users due to language barriers, rigid medical terminology, cognitively demanding menu-based navigation, and lack of technology that helps in daily decision making.
Language Barriers
Colloquial symptom expressions are not supported.
Health Literacy Gaps in Everyday Decision-Making
Lack of guidance on which specialist to consult and how to adjust diet, making routine health decisions difficult.
Fragmented Medical History
Paper-based records are often lost, damaged, or hard to maintain over long-term care.
Digital Unfamiliarity
Form-driven interfaces impose high cognitive load.
Design Strategy
Redesigned the interaction from menu navigation to conversational dialogue, allowing users to communicate concerns using natural language.
Prioritized accessibility through voice input and reduced text density.
Symptom Assessment
Initial symptom input followed by a dynamic triage flow that adapts to user responses.
Dietary Guidance
Culturally contextual recommendations based on locally available foods.
Medical Documents Digitization
Converts paper records into structured digital data for longitudinal access.
Evaluation & Impact
Among 13,388 users, conversational modules showed the highest engagement.
Generated 158,858 interaction events over 28 days.
Reflection
"Engagement and trust in health AI are driven by how well interaction models align with users’ language and cognitive patterns".