Research on User Experience Design of Artificial Intelligence (AI) Medical Consultation System

The introduction of online consultations has played a positive role in alleviating the current pressure on healthcare resources, especially the emerging AI consultation technology is more capable of alleviating the shortage of healthcare personnel and providing patients with more convenient online consultation services. To optimize users’ emotional experience when interacting with AI to make them more relaxed and comfortable with AI consultation, we recruited 20 participants for the experiment. In the experiment, we tested the impact of the AI consultation system on the pragmatic and hedonic qualities of users using button interaction and free text interaction mechanisms, respectively, and conducted in-depth interviews with the participants after the experiment. The findings show that the button interaction mechanism significantly improves the utility of the AI interrogation system compared to the free text interaction mechanism. However, the free text interaction mechanism did not significantly improve the hedonic quality of the AI questioning system compared to the button interaction mechanism. When making AI inquiries, users preferred to use the button interaction mechanism as opposed to free text interaction. This trend suggests that the use of button interactions with predefined answers is more in line with users’ tendencies in the design of AI questioning systems. It is suggested that future AI consultation systems should adopt an integrated design of multiple interaction mechanisms to meet the dual needs of users in terms of practicality and emotional needs. Such a design solution will better balance users’ expectations for professionalism and convenience, thus enhancing the overall user experience.