| Job To Be Done | Visitor Intention (Why they came) | Importance (1–5) | Satisfaction (1–5) | Gap (Pain Signal) | Insight for Ela |
|---|---|---|---|---|---|
| Understand what DPC really means | “I want to know if DPC can replace my insurance.” | 5 | 2 | +3 | Visitors don’t understand model — need conversational explainer, not paragraph. |
| Find if clinic is right for me | “Does this clinic fit my family, budget, or chronic care?” | 5 | 2 | +3 | No personalization — static content fails to adapt to visitor type. |
| Feel trust before sharing info | “Can I safely share my number or medical needs?” | 5 | 1 | +4 | No trust signals or response loops — need human-like assurance. |
| Book a call or appointment easily | “I just want to talk to someone.” | 4 | 2 | +2 | Booking feels bureaucratic — Ela can automate instant confirmation. |
| Learn pricing clearly | “How much does it actually cost monthly?” | 5 | 3 | +2 | Pricing pages are vague — Ela can decode contextually. |
| Ask questions without feeling judged | “I don’t want to sound dumb asking about care.” | 4 | 1 | +3 | Websites can’t offer emotional safety — Ela can. |
| Get a callback or answer fast | “If I leave a message, will they reply soon?” | 5 | 2 | +3 | 70% forms go unanswered — Ela bridges delay instantly. |
| Feel the clinic’s personality | “Does this place feel warm, human, and modern?” | 4 | 2 | +2 | Sites feel sterile — Ela adds empathy and story. |
| Complete forms or assessments painlessly | “I don’t have time for 15 questions.” | 3 | 2 | +1 | Friction in onboarding — Ela converts forms into chat flows. |
| Gain confidence to sign up | “Am I making a smart choice?” | 5 | 2 | +3 | Emotional conversion missing — Ela becomes the confidence bridge. |
We used parallel response comparison methodology with with 8 comprehensive metrics, scoring each response from real screenshots and conversations. The questions were divided and Ela was put to test against real-world patient scenarios
Ela gives to the point answers. Ready for takeaway. While having a human like response give by Fin is desirable, our focus was to make answers quickly consumable
While Ela clearly knows where to step back and avoid providing medical assistance, Ela also knows the essentials that she should assist with. It provides first aid actions. However, it emphasises to call 911 immediately.
Ela understands the cultural convenience and helps identify suitable team mate for further course boosting the convenience and comfort
