Using Chatbots to
Deliver Engaging
Educational Experiences
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The client is an international non-profit that builds media for young girls and reaches 50 million girls across Africa and Asia. In India, the client runs a digital-first youth brand that helps girls make choices about their health and relationships.
The client runs an educational chatbot as part of this brand. Chatbots allow an asynchronous conversational communication format that is intuitive and familiar to humans. With the right content and engaging UX, they can be a great tool for creating engaging educational / informative experiences. The client’s chatbot leverages WhatsApp to provide young girls with a safe space to learn about sex and consent, safe sex practices, menstruation, sexual health, and helps them access services like counsellors, clinics, doctors, and OCP providers.
While the chatbot has been functional in India since 2020, they were looking to upgrade the chatbot UX to make it more user-friendly. To improve the functioning and further development of the chatbot they also wanted to build and implement a new information architecture. In addition to this, they were looking to prepare the chatbot to transition to being fully AI-powered.
Solution
YQ offered technical consultancy for the WhatsApp chatbot that included:
Improving UX:
- The client’s bot uses menu-based navigation. To help the user make better informed choices on the menu, we re-designed the menu to include descriptions under each menu item.
- To make the chatbot more intuitive and engaging we introduced chatbot voice notes, stickers, and custom delays between messages.
- We also improved data capture mechanics to create personalized wakeup step for inactive users.
- We closed the loop for users accessing services through the chatbot by automating feedback forms that are sent after a specific time delay
Campaigns: To study the effectiveness of each social media platform in directing traffic towards the chatbot, we set up a mechanism to capture the source platform of each user into the chatbot or into any specific campaign.
Information Architecture: We modularized the chat flows for easier maintenance of flows, better data capture and personalisation.