Connecting End Users to Domain Experts With Universal Mobile Phones Services

Abstract

The potential for communication services available on any mobile phone to engage users, disseminate information, and facilitate behavior change has been well documented. Designing using universal applications based on SMS and voice services enables platforms that reach and empower marginalized segments of the global population. The majority of mobile messaging services for development are either one-way push messaging or use fully automated bi-directional hierarchy based bots. In this thesis, I present the design, deployment and evolution of mWACH – a semi-automated bi-directional SMS platform for global health interventions. This novel system mediates personalized conversations between patients and trained medical professionals through a personalized schedule of automated messages. In collaboration with UW Global Health and Kenyatta National Hospital in Nairobi mWACH has been used in five different projects at seven Kenyan clinics. Since 2013 over 120 thousand automated SMS messages have been sent and we have received over 35 thousand messages from participants with study staff sending an additional 25 thousand messages. This thesis contributes an in depth quantitative analysis of system use and engagement over time and across projects. Results from the system analysis and messaging content will help inform the design of future systems looking to engage patients on health messaging platforms.