Boti: citizen support during a public-health emergency.
I connected health departments’ needs with technology teams to turn health information into accessible services on WhatsApp.
My coordination contribution
Coordination time saved
Reduced requirements-resolution time between Health and Technology, facilitating the addition of WhatsApp services.
Boti service reach
Channel availability
During the health responseConcurrent chats per operator
Compared with one phone call at a timeService interactions
January 2021Whole-service indicators published by Buenos Aires City Government on 21 March 2021; they describe the collective project outcome. Official source ↗
The challenge
The pandemic increased demand for reliable information and access to health support. Already available on WhatsApp since 2019, Boti was adapted in 2020 to handle symptom enquiries and route suspected cases into the health-service pathway.
My contribution
I gathered health-service and user needs and aligned them with technology teams: vaccination information, where and when to attend, notifications and care guidance. My contribution was translating health requirements into functional needs for a clear citizen experience.
See my ASI experience ↗From needs to a digital service
- Health-service and citizen needs
- Functional requirements with technology teams
- Information, notifications and guidance on WhatsApp
Impact & learning
The experience strengthened my ability to translate specialist needs into requirements that technology teams can implement.