MaMitra Sawal Jawab Seva
A WhatsApp-based maternal health chatbot designed to simplify health conversations for pregnant women and new mothers.
Primary Users
Skills
Time line
Client
A Pregnancy Companion, Not Just a Chatbot
MaMitra Sawal Jawab Seva is designed as a quiet, judgment-free pregnancy assistant — available whenever a woman has a question on her mind.
From
“What should I eat during pregnancy?”
to
“What can I feed my newborn?”
It provides clear, empathetic guidance in her own language — without embarrassment, without delay, without fear of judgment.
For many first-time mothers, not every doubt feels “big enough” to ask a doctor —
but every doubt feels big when you’re pregnant.
MaMitra doesn’t replace doctors.
It reduces silence.
It doesn’t just deliver information — it delivers confidence.
Where Design Met Real Lives
Before redesigning flows, I focused on understanding hesitation.
Through secondary research, I studied how maternal health platforms structure query themes, manage out-of-scope messages, and handle urgent or high-risk concerns.
Through primary research, I spoke directly with pregnant women and new mothers to uncover:
• Activation barriers
• Confusion between services
• Hesitation in asking sensitive questions
• Gaps in onboarding clarity
The core insight was clear:
The system was structured but users were unsure how to enter it.
This reframed the challenge from adding more information to reducing behavioral friction.
A behavior-driven conversational redesign that simplifies maternal health support for first-time and hesitant users.
Designing for Activation, Not Awareness
The opportunity was not feature expansion it was confidence-building.
The redesign focused on:
• Guided conversation starters to reduce first-step hesitation
• Contextual onboarding nudges instead of one-time instruction
• Empathetic, simplified prompts with reduced medical jargon
• Clear differentiation between passive content and interactive Q&A
• Structured response pathways for urgent and out-of-scope queries
Every intervention was designed to make participation feel safer, clearer, and more intuitive — within WhatsApp and healthcare system constraints.
Impact & Reflection
The redesign strengthened activation by improving clarity at the point of entry and reinforcing reassurance within conversations.
It helped:
• Increase first-time question initiation
• Reduce hesitation among inactive users
• Clarify service positioning
• Strengthen emotional trust within digital interactions
The impact wasn’t visual it was behavioral.
This project reinforced that in digital health:
Clarity drives growth.
Activation is a design responsibility.
Empathy can be systemized.
And trust is the most important UX metric.
