Using AI in a sensitive area to help people express their needs
In a world thats constantly evolving, how do you leverage the potential of emerging technologies in a safe and risk-managed way that delivers value?
For the Head to Health team, research and user behaviour had shown that people were struggling to find the right words to describe their mental health experiences, which acted as a blocker to connecting them with information they needed, when they needed it.
While the website had several different pathways to access information and resources, including traditional menu navigation, the guided quiz and emotion-based navigation, search was a pathway where AI could be utilised to deliver significant improvements.
Our team set out to experiment how we could use AI in a safe way, in an area as delicate as mental health, to overcome challenges relating to health literacy and accessibility, and connect people with support using natural, everyday language.
