Lam
Kids Help Phone
KIP Chatbot
Role
Product Thinking
Interaction Design
Visual Design
Platform
Desktop
Tablet
Mobile
Target User
Young adults in need of resources or emergency support.
About
Kid’s Help Phone (KHP) is a Canadian charitable organization that focuses on providing youth support and assistance across Canada. This includes 24/7 counselling, volunteer support, and online resources.
Kids Help Phone
KIP Chatbot
Role
Product Thinking
Interaction Design
Platform
Desktop
Tablet
Target User
Music Producers (Beginner to Intermediate)
About
Surface Music Kit (SMK) is a music production app that makes creating music more intuitive for beginner musicians.

My goal was to design the quantization feature so that it would be more quick and intuitive to use when producing music.
Their Vision
KHP has received over a million calls. Its user base and online resources continue to rapidly grow each year. Their ambition is to scale their services to save more lives as more people come to them for help.


Research

KHP had already conducted user research and determined how they wanted to better scale their services by streamlining access to their resources and support services.

Their research was based on their website analytics, mobile app analytics, and call service data.
Our Solution
We proposed a chatbot that prioritized:
1
Secure
Onboarding process that is secure, easy to follow through and with CTAs that are simple to perform.
2
Live Chat
Onboarding process that is secure, easy to follow through and with CTAs that are simple to perform.
3
Personalization
Onboarding process that is secure, easy to follow through and with CTAs that are simple to perform.
Live Chat
If a user was in crisis or needed immediate help, they can tap Talk to Someone to access KHP’s counselling and volunteer support services via Live Chat.

The user will then be placed in a queue, where their call will be pending. Once someone becomes available to chat, the status will update to Start Conversation.
Design Choices
1
The Live Chat section is in a sticky position so talking to someone is always one click away.
2
The status of the pending live chat call is always showing at the top so the user can keep track.
3
The status of the pending live chat call is alwayThe Live Chat section does not interfere with the messaging section so that exploring resources with the chatbot can be done in parallel.s showing at the top so the user can keep track.
Website Navigation
The user can ask the chatbot to find resources for them. 

For example, if a user wanted to find resources on COVID-19, the chatbot will find COVID-19 articles for them so they don’t have to search through the website themselves.
Design Choices
1
KHP wanted to incorporate the use of purple. To minimize visual noise, purple was used as part of the chatbot avatar’s primary colours so that they appear as small visual accents.
2
Rounded corners were used to visually convey friendliness, approachability and safety.
Personalization
Users can customize their avatar and chat colours to make chatting with the chatbot more delightful.

They can tap the cog icon at the top to access the settings page to make these changes.
Design Choices
1
KHP wanted the user avatars to be neutral and universally interpreted the same across different cultures. I used the nature elements (water, fire, earth, lightning) as themes for these avatars.
2
All the avatars only have big eyes on their face to emphasize the metaphor of eyes being windows to the soul. This is to help emphasize KHP’s honest intention to understand where the user is coming from mentally and emotionally.
Customize Chat
Tap/Hover on the avatars and colours below to see how the user can customize the chat.
Results
1
Kip receives around 5,000 messages per week, and is promoting more active engagement with Kids Help Phone’s online content.
2
Kip has led to additional related projects, including a data hub that collects information frfom Kids Help Phone’s different services. New features, integrations and navigation processes are already on their future roadmap.
With Kip in place, more young people than ever can connect with us to get mental health support on whatever issue they’re dealing with, whenever they need it.
Sarah Mughal
Director of Service Innovation, Kids Help Phone
Next Steps
1
I created a style guide for the final design KHP approved of to ensure the project was implemented according to design specifications.
2
I was not involved with the project during its implementation and launch. If there was an opportunity to continue working on this project, I would want to review the chatbot to ensure its implementation matches design specifications.