Client
Västra Götalandsregionen
Year
At the end of 2020, Deloitte Netherlands was engaged by Västra Götalandsregionen (VGR) in Sweden to develop a proof of concept (POC) for a digital solution aimed at supporting individuals with anxiety. The goal was to create a digital coach that could provide calming support in a preventative or waiting list setting.
The use case was proposed by Almira Osmanovic, E-health and Digitalisation Leader for Psychiatry at Sahlgrenska University Hospital, based on research suggesting that individuals with anxiety might feel more comfortable speaking to a digital human before seeking professional help. VGR planned to run a year-long clinical trial to evaluate its effectiveness.
Västra Götalandsregionen
Life Science and Health Care
Digital Innovation
CX Design
4 Months
Solution development
The POC was built on a technical platform developed by Deloitte Netherlands, leveraging software from Google and digital human technology from UneeQ.
As a CX designer, my role focussed on conversational and UX design, shaping the personality of the digital human, Betsy. I worked closely with Almira to ensure the experience aligned with medical considerations, as well as with a conversational design expert and developers to create a natural and empathetic interaction.
A key challenge was defining Betsy’s tone and language—ensuring responses were supportive rather than frustrating. For example, when addressing users in distress, Betsy needed to express concern over casualness or humor. Extensive user testing helped refine conversation flows to feel natural and effective.
Results & Conclusion
More content to be added soon.
