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Focus
Conversational UI
Year
2026
PET MEDICAL INSURANCE
MediPet
ABOUT THE PROJECT
I designed a flow for of a AI form filler agent in the form of an AI live avatar that directly speaks to the user, helping him navigate and complete the form by voice. The project is made to show the importance of conversational UI and the change from textual bots to auditory agents.
PROBLEM STATEMENT
Interaction friction: Insurance, banking, beuracracy - all of these matters are usually very heavy topics that most people don't feel comfortable with. Unfortunately, most of us need to file documents, complete insurance claims, take loans, etc. To most people, such complex tasks are high friction interactions that either make them give up before they even start, or fully feel the burden while completing these tasks. All these become even harder, when there's a bot that is intended to walk you through the process but doesn't help much, since it's just a robot while most people only feel a sense of fimiliarity with another person supporting them.
Reactive systems: Most existing chat bots and agents in the past, were reactive and scripted in a "if-this-than-that" way. That way, some questions that were asked - never got an answer from the bot, leaving people the burden of finding answers on their own, navigation through systems and different options without competing the action they wanted to complete. Since LMS and NLP were introduced to us, the way people work with systems has changed to a more intuitive, immersive and guided experience, not just through text but through voice.
SOLUTION
To address the complexity of heavy feelings during interaction with complex tasks and the non-inititative digital support systems, I've designed an AI form filler agent that not only walks a user through a complex form, but also speaks aloud (voice-over) and shows up as an AI live avatar (Video agent) that directly speaks to them, reassuring and making it more easy to digest the form, by breaking down each step into smaller tasks.
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Simplified navigation through form: The form has a wizard which I broke down into small sections, with only the necessary data shown at once.
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Human-like mediator: Configured an AI live avatar that reads out the form to the user in real time, initiates actions that can be helpful and listens to the user's reply.
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Real time transcript: A different solution for those who need visualization and not just an auditory guide: the sound updates as transcript (both input and output).
RESEARCH
I completed competitor feature-analysis and general research for the project, trying to understand what are the necessities for the system, what is already expected from such a system, and where does conversational UI stand these days.
SIRI
Mapping user flow friction
Then I broke down the user journey flow of the whole journey, before the users even get to the the screen. I mapped it based on how high the friction is in these stages based on the emotional friction, the cognitive "requirements" to complete the task and the difficulty to complete the task.
Breaking down : Fililng claim form
Filling a claim form is the highest friction point in the journey map.
It requires time, energy, understanding of the procedure and fear of the unknown questions that might be asked. Moreover, it is a beurocratical procedure that doesn't involve any guidance, especially since the claim is being filed online.
KEY ABILITIES NEEDED
01
Guided process
Updating wizard that indicates where the user stands and where they are heading, contributing to clarity and easy of use of the user.
02
Proactive help
The system, and the form specifically should actively help the user complete the file, ask the right questions, help answer correctly, etc.
03
AI implemantation
During the form filling process,
the system could allow the AI do the work of summarizing, simplifying the questions and even be the vocal/visual mediator between the beuracrarcy to the user.
04
Personalization & Familiarity
The user should feel like the insurance company already knows them, and is speaking directly to them during the claim, absorbing their answers and suggesting relevant options.
VIBE-BRAINSTORMING
I wrote a specified prompt that I regenerated using Chatgpt and Gemini, polished it, and then took it on to Lovable and Base44 to create few interactive concepts. Based on these concepts, I sketched wireframes that I later on fully designed.
HUMANE AI-TOUCH
The thing that felt missing was real touch. Most products these days have some sort of AI, but none of them feel humane, guiding, friendly to the point of trust; and I decided to bring that feeling to the product. I generated an AI avatar using HeyGen, picked it's voice using ElevenLabs and created a script that would fit the form filling process and support it better than any chat bot could.
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