I like the idea of moving through life by making. So, I draw, I build, and I’ve also been attempting to write. It all comes from what I’ve lived, the people I know, and the ones I’ll meet along the way.  
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06

A Chatbot to provide reliable sexual and reproductive health guidance to adolescents.
TinkerLabs
Identity Design
2023

Adolescents in underserved communities of India often do not have access to non-judgmental and reliable sources of information about sexual health. UNFPA collaborated with TinkerLabs to design an AI-enabled chatbot to address this gap.

The project began with field visits to smaller districts in Madhya Pradesh, where the chatbot would eventually be introduced. During this phase, the team explored how adolescents searched for information, who they trusted, and the barriers they faced while seeking information. I joined the second phase as the project’s visual designer, contributing towards the testing and leading the identity design of the chatbot.
The initial sketches for the identity were designed based on contextual research and Carl Jung’s archetypes–mainly that of a Jester, Friend, Mentor, Genie, Superhero, and Expert. The sketches were then tested with experts familiar with the adolescent’s cultural and social contexts. We then narrowed the options to a set of characters that would be taken to the field and tested with the adolescents themselves. For the field tests, I refined the characters further and designed their gestures to explore which identity adolescents would prefer for the chatbot. We used an A/B testing method to understand their preferences and a Wizard-of-Oz approach to test the chatbot interactions.


Initial character sketches using Carl Jung’s character archetypes


Visual explorations for selected characters
To create a safe space during these tests, we first facilitated conversations to destigmatise sensitive topics before participants engaged with the simulated chatbot. This gave us insights into their expectations and information-seeking patterns. We then conducted qualitative interviews to understand their experience and test preferences for the chatbot’s identity.

Test sessions with adolescents in Rajghar, Madhya Pradesh

Most participants gravitated toward human, friendly, and professional characters—people who appeared slightly older than they were but were clearly rooted in their cultural context. Based on these insights, I developed a set of expressive character stickers for conversations to make the experience feel more personal.

Final identity of the chatbot used in the chatbot



UNFPA launched the chatbot in 2024, and within two months, it reached over 25,000 users.
Acknowledgements:  Sanjana, Arjun, Tanwi, and Devanshi from TinkerLabs; UNFPA; and technology partners Dure Technologies.
View the project and use the chatbot here.