Rapid Experimentation
at Scale Through
Chatbots: Achieving
Custom App-like
Experience in WhatsApp
Client Need @font-face {font-family:”Cambria Math”; panose-1:2 4 5 3 5 4 6 3 2 4; mso-font-charset:0; mso-generic-font-family:roman; mso-font-pitch:variable; mso-font-signature:-536870145 1107305727 0 0 415 0;}@font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4; mso-font-charset:0; mso-generic-font-family:swiss; mso-font-pitch:variable; mso-font-signature:-536859905 -1073732485 9 0 511 0;}p.MsoNormal, li.MsoNormal, div.MsoNormal {mso-style-unhide:no; mso-style-qformat:yes; mso-style-parent:””; margin:0cm; mso-pagination:widow-orphan; font-size:12.0pt; font-family:”Calibri”,sans-serif; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:Calibri; mso-fareast-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:”Times New Roman”; mso-bidi-theme-font:minor-bidi; mso-font-kerning:1.0pt; mso-ligatures:standardcontextual; mso-fareast-language:EN-US;}.MsoChpDefault {mso-style-type:export-only; mso-default-props:yes; font-family:”Calibri”,sans-serif; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:Calibri; mso-fareast-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:”Times New Roman”; mso-bidi-theme-font:minor-bidi; mso-fareast-language:EN-US;}div.WordSection1 {page
The client is a New Experiments division of a Top 5 Indian Pharmaceutical Company. As part of the company’s digital health mandate, they are exploring the right-fit for the company to enter into Digital Therapeutics. The New Experiments division identified Irritable Bowel Syndrome (IBS) as a candidate for experimenting with Digital Theraputics and developed a Digital Therapy protocol for this experimental intervention.
The client enrolled 1000 individuals, divided into five cohorts, suffering from IBS in this program. As part of the Digital Therapy protocol:
- Each patient was mapped to a nutrition coach and a wellness coach
- The patient had a weekly call scheduled with each of their coaches
- After the coach call, a survey form was shared with the patient.
- Different types of content was shared multiple times a week with the patient. The cadence of content sharing was one of the variables being tested in the experiment
- The experimental intervention ran for a total of 14 weeks
Solution
To run the intervention error-free, at scale, while keeping operational costs low, YQ.Social partnered with the client to create a powerful, custom app-like experience within WhatsApp. Our solution included:
- Feedback Surveys: After the call, the coach was required to input the patient ID and trigger a survey to the patient using the coach-persona of the chatbot. Each coach call was designed to address a specific milestone in the intervention and required the relevant feedback surveys to be triggered. The chatbot was designed to display the appropriate survey to the patient. The patient received the survey questions within the familiar UI of WhatsApp making it intuitive for them to respond to the questions.
- Automated content sharing based on pre-determined rules as per experimental cohorts: Different types of video and text-based content on diet, exercise, wellness practices, relevant nudges, and worksheet content was shared based on the cohort.