Grounded in the user experience driven innovation (UXDI) framework (Djamasbi and Strong, 2019), we developed an empathetic chatbot, ERIN, to help college students find resources about sensitive issues such as mental health and Title IX. This extended abstract: 1) Reports ERIN’s UX driven iterative design process, 2) investigates possible influence of medium on ERIN’s user experience, and 3) explores UX factors impacting adoption behavior.