Conversation design for children's personal healthcare App
Using Voiceflow to design a personality chatbot based off of BAYMAX, turning it into a app that monitors and reports children's health conditions.
Conversation Design
Chatbot
Conversation Writing
UX writing
USERS
Franchisor corporate teams and franchisee business owners
ROLE
Conversation designer, Copywriter
SKILLS / TOOLS
Voiceflow, Figjam
TIMELINE
Sept – Dec 2025
00 Solution Summary
Baymax, a Personal Healthcare Companion App.
Baymax is a chatbot app that monitors and responds to children’s health. The chatbot offers a multi-modal conversayion, including text, voice and touch/visual. The core personality for this Health Companion Bot is based on Baymax from the Disney movie Big Hero 6, with a minor voice/tone change tailored to be more approachable for children from 6 to 13.
Some touch/visual selector includes:
Baymax: Can you show me the where you feel pain right now?
Baymax: Which part of your head hurts?
Voiceflow Prototype
I designed 11 product tickets and shipped 8 features, reducing friction for business owners who uses our SaaS platform to advertise their locations.
01 Approach
Problem I want to solve
The primary challenge is to create an accessible, first-line health resource for children that addresses symptoms without causing unnecessary anxiety or requiring immediate parental intervention for minor issues.
Users
The target users are children and pre-teens (approximately 5–14 years old) who are experiencing mild to moderate physical discomfort / pain.
Multi-modal approach
To ensure accessibility and capture better data, the interaction is designed around three input modalities:
Visual/touch: Location (Body Map), Severity (Pain Scale), Symptom Selection (Cards).
Text: Confirmatory input (yes/no), Changing caregiver data, or when the user is too unwell to speak.
Voice: Initial distress signal ("Ow"), User input (answering "What does it feel like?"), Baymax output (TTS).
This is a sample interactive card selection when asked: Which part of your head hurts?
Selectable: Forehead
Selectable: Top of head
Selectable: Sides
Selectable: Back of head
Is conversation is the right approach
I took the "Is Conversation the Right Approach" quiz from Google, to confirm it is the right path to take.
02 Personality Design
simplifying clinical language and enhancing reassurance
The personality is based on the Baymax character, but adapted for children by simplifying clinical language and enhancing reassurance.
bot & human Interaction
03 Conversation Flow
logic flowchart
I created a conversation florchart shows the primary conversation pathways for a main use case: self-reporting symptoms and getting a diagnosis.
Link to flowchart
1o sample scripts
I also wrote 10 different scripts for 10 different use scenarios to explore the tone and voice of Baymax as a chatbot. This provided as a guide for personality design & as a database for Wizard of Oz testing.
Link to sample scripts
04 User Test & Nit-picking
Wizard of oz test
To validate the safety and comprehension of the Baymax persona before full development, we conducted a Wizard of Oz test. The primary goal was to ensure the Nurturing Simplicity tone (especially during critical escalation) was effective and did not induce panic, which can only be assessed through real-time, emotional human response.
One person participated in a scripted session, simulating the scenario of reporting a Severity 8 pain. Another person with access to all of Baymax's scripts and dialogues controlled Baymax's response via text in real-time.
Changes I made
Before testing: where is the primary area of your discomfort?
After testing: Can you show me the exact spot where you feel pain or soreness right now?
Before testing: I understand that you feel sleepy. This is common for a light concussion. This is not a life-threatening injury
After testing: I see you are feeling sleepy. Don't worry, this is common for a light concussion. You will be okay! This is not a life-threatening injury.
Before testing: I suggest a good 8 hours of sleep and minimizing screen time. Here is your health report card
After testing: Your brain needs a full 8 hours of quiet, solid sleep tonight. Devices like phones, tablets, and video games make your brain work too hard when it is supposed to be resting. I need you to minimize your screen time for the next 24 hours. Here is your health report card.
Before testing: 2 out of 10. Hang in there. I just need two more answers. First question: What does your pain feel like?
After testing: Got it. 2 out of 10. We are moving quickly now. I just need two more answers. First question: What does your pain feel like?
05 Prototyping
Painimation
All credits to University of Pittsburgh (gif 1-4) and Figma Make (gif 5), I used painimation as touch selectors for children, so that they don't need to speak out or find words to describe their pain.
Healthcard
Just for fun, I designed Hiro's health card on Figma. This can be a template output from the bot.
Voiceflow
I build the entire conversation using Voiceflow. I set up intents, entities, variables and connected the flow.
06 In Retrospect
Next Steps
Design a Caregiver Notification System. However, this need great consideration on the security and legal compliance aspects for automatic data sharing with the registered caregiver.
Currently, I am using Lovable to design and code a better interface design and I would experiment connecting the Voiceflow API to the Lovable design.
Experiment with difference voices. Voiceflow offers a limited range of bot voices, which I am learning how to build a customized voice similar to the Baymax voice over in Big Hero 6.
takeaways
Clarity Over Cleverness
In high-stakes/health scenarios, prioritize clear, literal, and structured language over conversational or casual dialogue, especially for children.
Adaptation is Necessary
While we used an established intellectual property, adjusting the character's language (like removing technical terms and jargon) is crucial to be more approachable for the users, in this case, children.
Added "Voiceflow" to my toolbox
The process of defining the conversational logic, error paths (like no response), and escalation protocols into clear scripts (voice flow) is essential for building a robust and safe voice-based application.