Trulicity Chatbot
Content Architecture, Strategy, and Design of Live and Automated Customer Support
Trulicity, a treatment for diabetes, needed a way to provide patients and potential patients alike a way to contact the brand at all hours of the day. Utilizing data and auditing their content we determined what was necessary and most requested by users, and put forward a strategy to provide live and automated support. This was then augmented with previously regulator-approved copy, content and visuals to create a seamless integration with the clients various online properties, and most importantly a quick approval through regulatory. This resulted an increase in customer satisfaction through an increase of content consumption and a reduced number of calls to the help center.
CREDITS
Client - Trulicity
Agency - Rapp
Group Creative Director - Tristan Fitzgerald
Creative Director / UI Design - Rob Baumgartner
Creative Director / Copy - Hope Singsen
Content Architecture / UX Design / Wireframes - Rob Baumgartner
Content Architecture / UX Design / Wireframes - Hope Singsen
Production Director - Heather Salkin
Technical Lead - Shakil Uddin
Auditing and Architecture of Content for Phased Development
In order to meet deadlines and budget considerations, we audited all of medical board approved language and created a phased approach to developing the chatbot. We then mapped out the user experience utilizing branded visual assets. We then tested the experience with real patients and implemented our learnings.
The Same Experience on All Branded Online Platforms
We developed a process that allowed the brand to publish all content on all their owned branded online platforms including facebook messenger, and their HCP and patient websites.
Sample Chat
Utilizing data and auditing their content we determined what was necessary and most requested by users, and developed a strategy to provide live and automated support via chat window.
