United Healthcare • 2025
Project Description
Refined the UI Design of an AI Chatbot after initial User Feedback on Beta release.
Problem Statement
Users felt that the Chat UI was not intuitive enough. There were some key usability issues, including a lack of differentiation between options and chat bubbles, distinction of interactive objects, and more.
Role
UX Team Lead, UI Designer
Responsibilities included UI Design, Interaction Design, UX Design, Visual Design, and Project Management
Scope
Refine and modernize the UI, improve interaction design, and create consistent standards for other designers.
Initial UI Review
Timeline: 1 Week
I pulled my design team together to define where the key problem areas in our current UI were by reviewing user feedback, usability heuristics, and our internal design standards. This was completed over a week through a few whiteboard sessions I facilitated in FigJam.
Template Creation
Timeline: 1 Week
The team began by defining the templates, layouts, and styles guide that would form the core of the agent’s UI. In addition to defining new styles, we also reviewed our existing internal design system to reuse whatever was applicable. We created:
- Mesh gradient background
- Text input area, file upload, and voice integration
- User greeting
- Preset options
- Menu access and header functionality
- Color styles and typography settings
- Flexible layouts for web chat, web full screen, and mobile experiences
Component Definition
Timeline: 4 Weeks
Our next step was to begin to create reusable components for our chatbot. For this piece, I will focus on my work on the chat message components, as well as sources and suggested questions.
Component definition for chat components
Web: Full page requirements documentation
Mobile requirements documentation
Web: Pop-up requirements documentation
Final Results
The new Chat UI improves clarity and usability by enhancing visual hierarchy, distinguishing interactive elements, and clearly differentiating chat bubbles from selectable options.
Homepage on multiple devices
Chat messaging and interactions in action