{"id":21928,"date":"2022-04-05T11:20:22","date_gmt":"2022-04-05T11:20:22","guid":{"rendered":"https:\/\/uxwritinghub.com\/?p=21928"},"modified":"2022-04-07T08:45:47","modified_gmt":"2022-04-07T08:45:47","slug":"woebot-case-study-in-conversation-design-for-mental-health-products","status":"publish","type":"post","link":"https:\/\/uxwritinghub.com\/woebot-case-study-in-conversation-design-for-mental-health-products\/","title":{"rendered":"Woebot: Case Study in Conversation Design for Mental Health Products"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"21928\" class=\"elementor elementor-21928\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-768c3a60 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"768c3a60\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7d04756d\" data-id=\"7d04756d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4bd0eb7 elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"4bd0eb7\" data-element_type=\"widget\" data-settings=\"{&quot;exclude_headings_by_selector&quot;:[],&quot;headings_by_tags&quot;:[&quot;h2&quot;,&quot;h3&quot;,&quot;h4&quot;,&quot;h5&quot;,&quot;h6&quot;],&quot;marker_view&quot;:&quot;numbers&quot;,&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t<h4 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of Contents\t\t\t<\/h4>\n\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/div>\n\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4123017 elementor-widget elementor-widget-text-editor\" data-id=\"4123017\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If you\u2019re looking for a little bit of help managing worry, practicing mindfulness, or coping with mild mental health issues, there are a number of\u00a0<strong>AI chatbot apps<\/strong> that are designed to help. And if you\u2019re a <a href=\"https:\/\/uxwritinghub.com\/what-is-ux-writing\/\" target=\"_blank\" rel=\"noopener\">UX writer<\/a>, especially one interested in <a href=\"https:\/\/uxwritinghub.com\/conversational-design\/\" target=\"_blank\" rel=\"noopener\">conversation design<\/a>, you may want to check out these apps to see how they address the many challenges of creating a chatbot for mental health. I recommend UX writers download the chatbot app Woebot to see the impact good conversation design can have. And as a bonus, you get to chat with a delightful little robot.\u00a0<\/p><p>When I first heard about these apps, I was concerned about the possibility of people using a chatbot for a job that really requires a human therapist. But rather than an alternative to a therapist, they should be thought of as alternatives to self-help books\/workbooks, or non-AI based mental health apps.\u00a0<strong>Woebot<\/strong> and other similar apps deliver mental health tools, tips, and practices in a friendly and easily digestible format. And the interactive component can\u00a0 add value that a book can\u2019t.<\/p><p>So, let\u2019s take a tour of Woebot to see how this app works and what we can learn about chatbot design:<\/p><h2>Getting to Know You<\/h2><p>Onboarding is a critical step in any app, and for a chatbot, setting the tone is critical. Woebot succeeds here before you even download the app: the name is perfect. It sets the humorous tone that will be present throughout, even while the chatbot deals with difficult issues.<\/p><p>The opening screen is dominated by a cute image of a robot (er, Woebot), and simple\u00a0 but powerful text. \u201cYour personal life coach for thinking better and feeling great\u201d gets at everything the app can do, without overpromising.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-92ab84b elementor-widget elementor-widget-image\" data-id=\"92ab84b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img width=\"960\" height=\"540\" src=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-1-1.png\" class=\"attachment-full size-full wp-image-21977\" alt=\"\" srcset=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-1-1.png 960w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-1-1-300x169.png 300w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-1-1-768x432.png 768w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-1-1-400x225.png 400w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-1-1-150x84.png 150w\" sizes=\"(max-width: 960px) 100vw, 960px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b025e05 elementor-widget elementor-widget-text-editor\" data-id=\"b025e05\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Next, Woebot provides a disclaimer that could be a model for anyone designing for mental health products. With a full screen warning that you have to accept to move on, Woebot tells you everything you need to know: It\u2019s a\u00a0<strong>self-help product<\/strong>, not a medical intervention; it\u2019s not monitored, and you can type SOS for additional resources. One thing I might tweak is putting the SOS option in white instead of gray. It seems important, and it\u2019s minimized here by the font color choice.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e517581 elementor-widget elementor-widget-image\" data-id=\"e517581\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img width=\"800\" height=\"450\" src=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-2.png\" class=\"attachment-large size-large wp-image-21978\" alt=\"\" srcset=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-2.png 960w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-2-300x169.png 300w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-2-768x432.png 768w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-2-400x225.png 400w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-2-150x84.png 150w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6cc21d2 elementor-widget elementor-widget-text-editor\" data-id=\"6cc21d2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Okay, so now we\u2019ve met Woebot the product. It\u2019s time to meet Woebot the chatbot.\u00a0<\/p><p><span style=\"color: var( --e-global-color-text );\">The basic layout will be familiar to anyone who spends time text messaging (so, most people), and that familiarity reduces the cognitive load. Meeting Woebot really does feel like meeting a person, and that\u2019s in part because the basic design of the app is already baked into most smartphone user\u2019s day-to-day experience. That allows the user to focus on what Woebot is saying, rather than on learning a new tool.<\/span><\/p><p>The voice and tone is friendly, and Woebot\u2019s self-description, \u201cA wise little person you can consult with during difficult times and not so difficult times,\u201d is charming and relatable. There\u2019s no complicated terminology here, just phrases like \u201cdifficult and not so difficult times.\u201d<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5317530 elementor-widget elementor-widget-image\" data-id=\"5317530\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img width=\"800\" height=\"450\" src=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-3.png\" class=\"attachment-large size-large wp-image-21979\" alt=\"\" srcset=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-3.png 960w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-3-300x169.png 300w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-3-768x432.png 768w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-3-400x225.png 400w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-3-150x84.png 150w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a2b9621 elementor-widget elementor-widget-text-editor\" data-id=\"a2b9621\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h2><span style=\"color: var( --e-global-color-text );\">How was your day?<\/span><\/h2><p>One of Woebot\u2019s main functions is the daily check in. You set a time of day, and Woebot will ask you to check in at that time. Daily notifications are a common app feature, but Woebot\u2019s really do feel like getting a daily check-in from a friend. The check-ins are really where Woebot\u2019s conversation design shines. The check-ins are super flexible, and I suspect it is programmed with a huge number of common responses. The fact that the app \u201cknew\u201d what I was saying reduced some resistance that I felt about wasting valuable thumb typing energy texting with a robot.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-39372ff elementor-widget elementor-widget-image\" data-id=\"39372ff\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img width=\"800\" height=\"450\" src=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-4.png\" class=\"attachment-large size-large wp-image-21980\" alt=\"\" srcset=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-4.png 960w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-4-300x169.png 300w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-4-768x432.png 768w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-4-400x225.png 400w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-4-150x84.png 150w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fbe319a elementor-widget elementor-widget-text-editor\" data-id=\"fbe319a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Depending on how you\u2019re feeling, you can choose to just talk freely to Woebot, do a mindfulness exercise, or learn a tip for better mental health and well-being. You can choose what you want every step of the way (and there are additional tools and topics available at the top menu if Woebot doesn\u2019t offer what you want in the chat). The mental health tools, which primarily come from cognitive behavioral therapy, are presented in helpful, bite-sized chunks with Woebot\u2019s characteristic humor. User\u2019s don\u2019t need to type answers to most questions, but the material is presented in little bits broken up by response options like \u201cTell me more\u201d and \u201cWhat do you mean?\u201d And sometimes there are pictures of chickens.&nbsp;<br><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fdc881c elementor-widget elementor-widget-image\" data-id=\"fdc881c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img width=\"800\" height=\"450\" src=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-5.png\" class=\"attachment-large size-large wp-image-21981\" alt=\"\" srcset=\"https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-5.png 960w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-5-300x169.png 300w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-5-768x432.png 768w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-5-400x225.png 400w, https:\/\/uxwritinghub.com\/wp-content\/uploads\/2022\/04\/Image-5-150x84.png 150w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-23ac8aac elementor-widget elementor-widget-text-editor\" data-id=\"23ac8aac\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h2><span style=\"color: var( --e-global-color-text );\">What can we learn?<\/span><\/h2><p><span style=\"font-weight: 400;\">There\u2019s much more to explore in <\/span><a href=\"https:\/\/apps.apple.com\/us\/app\/woebot-your-self-care-expert\/id1305375832\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Woebot<\/span><\/a><span style=\"font-weight: 400;\">, and I recommend anyone interested in <a href=\"https:\/\/uxwritinghub.com\/what-is-microcopy\/\" target=\"_blank\" rel=\"noopener\">microcopy<\/a>, writing for chatbots, or who simply wants to be astonished by how natural and delightful a chatbot can be to check it out.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Creating a chatbot for a <strong>mental health app<\/strong> poses different challenges than more customer-service oriented chatbots, which tend to be much more utilitarian. What can the example of Woebot teach us about creating mental health chatbots?<\/span><\/p><ol><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Have a personality\u2013but don\u2019t pretend to be human.<\/b><span style=\"font-weight: 400;\"> Chatting with Woebot was genuinely enjoyable. And if it wasn&#8217;t, users wouldn\u2019t stick around to get the benefits of the app. So the approachable voice, sense of humor, and chicken pictures really matter. But it\u2019s also important for users to be reminded that they are not talking to a person, especially if they are processing difficult emotions using the app. By having a distinct and appealing voice, but calling itself \u201ca wise little being\u201d and offering response options for the users (which couldn\u2019t happen in a real conversation), Woebot\u2019s design doesn\u2019t let you forget it\u2019s not real, while making the experience a pleasure.\u00a0<br \/><br \/><\/span><\/li><li aria-level=\"1\"><b>Reduce cognitive load\u2013and typing. <\/b><span style=\"font-weight: 400;\">One of the great strengths of Woebot is that it\u2019s <\/span><i><span style=\"font-weight: 400;\">easy.<\/span><\/i><span style=\"font-weight: 400;\"> It requires very few typed responses. In most cases, you can choose from a set of responses \u2013 and often, you only have one choice. While I can imagine someone being irritated at having to click something when there\u2019s not a choice, I found it kept me engaged in the content but not distracted by choices. Offering choices also means that the AI doesn\u2019t have to correctly recognize as many typed responses. And that\u2019s easier on designers, but also more pleasurable for users, who don\u2019t have to deal with as many slightly off responses.<br \/><br \/><\/span><\/li><li aria-level=\"1\"><b>Provide lots of options. <\/b><span style=\"font-weight: 400;\">Woebot really does work as a one-stop shop for well-being. You can have a free-form talk, or select from a wide range of modules with therapy tools, relaxation exercises, mindfulness, and more. Woebot can recommend these based on what you type in the chat, or you can select them from the simple menu at the top. Having all of this available makes it more likely that people will use the app in a variety of different situations, so they can get more benefit from it. Of course, it\u2019s better to do one thing well than a bunch of things poorly, but the lesson from Woebot is that a lot of different tools can benefit users, and it\u2019s great to offer what you can.<br \/><br \/><\/span><\/li><li aria-level=\"1\"><b>Be very clear about your limitations. <\/b><span style=\"font-weight: 400;\">Woebot\u2019s disclaimer screen is excellent. It\u2019s clear about what it can and cannot do, and offers suggestions for what to do if you need something beyond the scope. I think that Woebot\u2019s sense of humor, gentle as it is, is also a helpful reminder of the scope of the tool. The approach is very light-hearted, which may serve to remind the user it\u2019s not necessarily suitable for situations that are more serious.<\/span><\/li><\/ol><p><span style=\"font-weight: 400;\">What do you think? Are there more lessons to learn from Woebot? Any drawbacks to the product? I really enjoyed using it, but I\u2019m sure there is much more to be done in this growing field.\u00a0<\/span><\/p><h3>Further Reading<\/h3><ul><li class=\"elementor-heading-title elementor-size-default\"><a href=\"https:\/\/uxwritinghub.com\/conversational-design\/\" target=\"_blank\" rel=\"noopener\">Conversation Design<\/a><br \/><br \/><\/li><li class=\"elementor-heading-title elementor-size-default\"><a href=\"https:\/\/uxwritinghub.com\/top-ai-writing-tools\/\" target=\"_blank\" rel=\"noopener\">Top 6 AI Writing Tools To Help Create Great (Human) Content<\/a><br \/><br \/><\/li><li class=\"elementor-heading-title elementor-size-default\"><a href=\"https:\/\/uxwritinghub.com\/ai-copywriting\/\" target=\"_blank\" rel=\"noopener\">The current state of AI copywriting<\/a><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>If you\u2019re looking for a little bit of help managing worry, practicing mindfulness, or coping with mild mental health issues, there are a number of AI chatbot apps that are designed to help. <\/p>\n","protected":false},"author":59,"featured_media":21973,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","_eb_attr":"","content-type":"","_mi_skip_tracking":false},"categories":[59,56],"tags":[268,271,272],"acf":{"descriptions":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Woebot: Case Study in Conversation Design for Mental Health Products<\/title>\n<meta name=\"description\" content=\"If you\u2019re looking for help managing worry, practicing mindfulness, or coping with mild mental health issues, there are a number of AI chatbot apps designed to help.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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