Paper Number

1680

Abstract

Healthcare systems worldwide depend on volunteer blood donations to secure surgeries and treatments for patients. Stochastic demands and donations as well as a short shelf-life of blood products impose additional challenges. In order to adequately match demand and supply, it is crucial for blood donation centres to call in donors at the right time, reach non-donors, and motivate first-time and lapsed donors to donate regularly (again). While often websites offer information to new donors and sometimes apps provide access to appointment systems for regular donors, for example, we argue that chatbots offer an easy and anonymous access to information for all. As an addition to apps and websites they could help to reach more people to become blood donors. Applying the design science research methodology, we present design principles for blood donation chatbots. In an online survey with 213 participants, we analysed the applicability of chatbots for different use cases.

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