Changes Made During Phase 2 of Iterative Development of the Poshan Didi Chatbot
| Responsive Feedback Analyzed | Implementation Change | Feedback Source |
|---|---|---|
| Multiple queries on nutrition for lactating mothers. | Added new module called “Nutrition for lactating mothers” to menu-based script. | Messages escalated to nurse |
| Seasonal changes during duration of deployment prompted a request for counseling information on commonly occurring childhood illnesses that cause setbacks in child nutrition. | Added new module called “Commonly occurring childhood diseases” to menu-based script. | Requested by local government partner |
| Users were not familiar with menu-based script and time gap between registration and push message meant users did not engage with system. | Built and introduced “echo mode” feature to increase familiarity with system and to practice typing numbers.a | Chatbot logs and midline interviews |
| Unintelligible queries (e.g., included random letters, incomplete words, and greetings) that did not necessitate a response. | Built “no reply” command that nurses could use to skip responding. | Messages escalated to nurse |
| Escalated queries that could be answered by menu-based script content that was available. | Built “state” command that nurses could use to redirect to menu-based script. | Messages escalated to nurse |
| User questions on capabilities of Poshan Didi and on existing content that was not yet shared. | Provided global menu with a complete list of modules to beneficiaries; project staff received additional training when necessary. | Midline interviews |
| Phone ownership and usage did not always correspond to user competency in using phone keyboard (∼70 women owned a personal phone). | Added keyboard training, including installation of local language for typing, to onboarding process. | Midline interviews |
| Users with children identified as severely malnourished did not access content on growth charts. | Sent push messages with growth charts to specific users. | Midline interviews |
↵a Echo mode refers to a chatbot feature in which the bot validated the number entered by the user in the beginning for practice purposes. This had no impact on the actual conversation the participants had with the chatbot.