P196 Chat with WIC: Innovating WIC Services with a Chatbot

Background WIC serves low income pregnant, postpartum, and breastfeeding women and infants and children at nutritional risk by providing food packages and nutrition education. Texas WIC enrollment has declined by 24.1% since 2015. By offering continual availability to answer questions regarding eligibility and schedule appointments, an online chatbot has potential to improve enrollment and retention. Objective To inform the development of a Texas WIC Chatbot prototype by engaging WIC stakeholders and staff. Study Design, Settings, Participants This study involved three sets of group interviews conducted using Zoom with state-level stakeholders, WIC directors, and clinic staff. Participation was invited via email. Demographic surveys were completed before interviews. An interview guide prompted discussion regarding how a chatbot could expedite the WIC flow of services, what desirable chatbot features would be, and how barriers to successful implementation could be overcome. Measurable Outcome/Analysis Interview data were recorded, transcribed, and themed using the classic analysis strategy. Themes informed WIC Chatbot design. Results A total of 11 group interviews with 32 participants were conducted. Themes included support that a chatbot: could improve WIC services by adding flexibility so that clients could determine eligibility and be better prepared for clinic visits; would be most effective with a friendly, personable interface; and could potentially connect clients to other WIC information, such as nutrition education. Participants expressed concern that no chatbot could be a one-size-fits-all solution. Conclusion The prospect of a Texas WIC Chabot was well-received. A chatbot could ideally provide a logical interface aligned with the WIC flow of services, with a friendly and professional interface. Next steps will involve the development of a live-chat launched through the Texas WIC website to investigate user preferences. Collectively, these data will inform WIC Chatbot 1.0. After implementation of WIC Chatbot 1.0, the effect on enrollment and retention can be assessed. Funding Texas Health and Human Services Commission, WIC Program.