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RES (Remote Engagement Service)

Anytime anywhere mobile companion for patients and caregivers that empowers them towards healthy behaviors through in-time reminders and personalized support. 

Key Impact

■ Led the concept-to-launch process for Remote Engagement Service (RES) across Indonesia and Bangladesh, ensuring high adoption/engagement rate at launch

■ Defined charter, roadmap and north-star metrics of Remote Engagement Service (RES) in Bangladesh and Indonesia, helping increase in patient engagement by 40% for 500K active users in 18 months

■ Successfully increased signup rates from 8% to 30% through auto-routing, and improved campaign enrolment rates from 5% to 18% through various behavioral nudges

■ Executed day-to-day with cross-functional teams such as Engineering, Health Comms, Film, Creative, Service Design, Training, Program Design, etc

■ Mentored two PMs from the country teams (Indonesia and Bangladesh) with strategy, user testing and execution

Let's take the journey of Rabeya, a mother-to-be, eagerly looking forward to the birth of her child. She heads to the facility for a routine medical visit.

While she eagerly waits for the doctor's appointment, she participates in the Care Companion Program, a health education program conducted by the nurses. Through simple language, the nurses provide guidance about the importance of nutrition, routine check-ups and self-care.

At the end of the in-hospital session, the trainer encourages Rabeya to subscribe to RES through the flipchart and takeaway cards.

Promotion of RES is kept very short and concise with a simple call-to-action. Master trainers are trained to explain and promote RES effectively within the facilities. The training sessions are provided to communicate the value of the RES service apart from the in-hospital sessions.

Rabeya is onboarded to the service through a simple three-step process. She selects the campaign for expectant mothers, chooses her language of choice as well as her preferred medium (in this case, she chooses Whatsapp).

Once onboarded, she is gently nudged towards the specific campaign on Whatsapp. In this case, she selects the ANC condition area and enters the expected due date.

By receiving crucial information on the expectant due date, we tailor the campaign further for the end user. When an expectant mother subscribes to the service from the start of her second trimester, she receives the messages until her expected due date. Tailoring strategies have been proven to be effective when it comes to health behavior communications.

She is onboarded to the service by means of an introductory video. This takes her step-by-step as to what she can expect from the digital service.

Rabeya starts receiving health information surrounding various life-saving family-caregiving skills.

There are three main pillars based on which the health campaign content is developed. (a) desired health behavior and outcomes from the larger program, (b) specific asks from the government stakeholders, and (c) identified gaps in the patient journey

As Rabeya goes through her health seeking journey, through the content delivered to her, she is also nudged to access health support from the nearest public health facilities. In this example, she is nudged towards doing her ANC checkup from a nearby facility thereby strengthening her relationship with the public health system.

As she starts learning about various key topics, she starts asking questions surrounding her pregnancy. One fine day, she notices some signs in her body and remembers to seek help from the service.

For responding to questions that are medically accurate, and contextually appropriate, we have dedicated operational pathways to triage the questions. Every single message is triaged based on (a) type of message (medical, service related), and (b) nature of the question (urgency and risk)