A REAL TIME IVR PLATFORM FOR COMMUNITY RADIO

Konstantinos Kazakos, Siddhartha Asthana, Madeline Balaam, Mona Duggal, Amey Holden, Limalemla Jamir, Nanda Kishore Kannuri, Saurabh Kumar, Amarendar Reddy Mamindla,

Subhashini Arcot Manikam, GVS Murthy, Papreen Nahar, Peter Phillimore, Shreyaswi Sathyanath, Pushpendra Singh, Meenu Singh, Peter Wright, Deepika Yadav, Patrick Olivier

[Patel et. al., 2011]

THE PROBLEM• Self-management

of Chronic Illnesses • Resource Limited

Settings • Socioeconomic

circumstances

ASYNCHRONOUS VOICE PLATFORMS

Avajj Otalo CGNET SwaraSangeet Swara

COMMUNITY HEALTH PLATFORMS

SMS IVR (Treatment Advice by Mobile Alerts)

THE QUESTIONCan synchronous IVR platforms support the self-management of chronic conditions in resource limited settings in India?

DESIGN WORKSHOPSGuntur

Nagulapadu

Kommuru

I WANT TO• Connect with others • Trust the information shared • Use a system that is free

RADIO FOR COMMUNITY ENGAGEMENT

HOW DOES SEHAT KI VAANI WORK?

Broadcast

Register Listeners

Prepare for the showand create trailer

RadioHost Listener

Participate by pressing ‘1’

SIP – Session Initiation ProtocolGSM - The Global System for Mobile Communications

Freeswitch

Controller

ESL

DatabaseSIP

Data

GSM

DTMF

DTMF -Dual Tone Multi FrequencyESL - Event Socket Layer

DEPLOYMENT

DEPLOYMENT DETAILS

• Six radio shows over a one week period

Context Participants Data Collection Data Analysis

ChandigarhNarraingarh

Diabetes/Maternal Health

2 ASHA31 Listeners

1 Guest

Demographic Questionnaire

Peer Support Questionnaire

Log Analysis

Focus Group

Inductive Thematic Analysis

FINDINGS• Role of Confidence in

Radio Show Production • Keeping the Show on

the Road • Experience of Listening

and SharingRL - Registered Listeners (RL), AL- Actual Listeners,

SL speaking listeners, RpL – Repeat Listeners

Chandigarh Narraingarh

Show 1 2 3 1 2 3

Topic Diet Diagnosis/Treatment

Peer Support

During Pregnancy

During Delivery

After Birth

DUR 23 22 26 32 23 48

RL 11 11 11 20 20 20

AL 5 4 6 4 6 8

SL 3 3 5 4 3 6

RpL - 4 4 - 3 3

CONFIDENCE IN HOSTING

– ANM Host Chandigarh

“‘When we do our first show, as everybody knows there are a few inhibitions before you do a new job. How will it be? How will it be done? How will we talk to so many people at the same time? How we’ll be able to handle a group of 10-15 people? So there

was a little fear in our hearts. But we had become pretty confident by the time we conducted our third show. ”

KEEPING THE SHOW ON THE ROAD

Show

Technical Difficulties

Poor User ExperienceBlack Holes

Listener Response

Delay

Low Hosting Confidence

LISTENING AND SHARING

• Poor telephony networks • Absence of wait time • Seeking Medical Advice • Feeling connected

DISCUSSION

1. Building a community for accessing information 2. Lessons Learnt for Interaction Design

BUILDING A COMMUNITY FOR ACCESSING INFORMATION

ADVANTAGES OF SEHAT KI VAANI

LESSONS FOR INTERACTION DESIGN

SUPPORT THE HOST IN MANAGING

LISTENERS

Make use of color, shape and simple client-side animation

02

PREPARE THE LISTENERS FOR THEIR AIR-TIME

Use aural cues for the listener

20:0001:00

Caller Number 1

Caller Number 2Caller Number 3Caller Number 4

OFFER SUPPORT IN FILLING THE

‘BLACK’ HOLES

Pre-recording the content