Terms of Reference:chatbot UX Designer

**Who We Are**

Girl Effect is an international non-profit that builds media that girls want, trust, and need.** **From chatbots to chat shows, and TV dramas to tech, our content helps adolescent girls in Africa and Asia make choices and changes in their lives.

We create safe spaces for girls, sharing facts and answering questions about health, nutrition, education, and relationships, empowering girls with the skills to negotiate and redefine what they are told is possible "for a girl."

Our reach is 50 million and counting. And we're using technology to reach girls at scale so every girl can choose to be in control of her body, her health, her learning and her livelihood.

Because when a girl unlocks her power to make different choices that change her life, it inspires others to do so too. She starts a ripple effect that impacts her family, community, and country.

That's the Girl Effect.

**The Brand**

Working with girls in India, Girl Effect UK (a UK-based charity) has created **Chhaa Jaa **(Go Forth and Shine) **- a powerful youth brand that girls can access via social media. Chhaa Jaa focuses on inspiring, entertaining and empowering girls with the right skills and confidence to navigate adolescence - from accessing information about sexual and reproductive health to preparing them to enter the workforce.

Launched in June 2019, Chhaa Jaa is designed for girls aged 16-22 and is accessible online and via mobile - because we know that's the best way to reach and interact with girls. Our ecosystem of products includes
- **Digital media content **that girls can access on Facebook, YouTube and Instagram that is entertaining and informative. Characters and storylines have been developed with girls and are designed to reflect their lives and the challenges they might face;
- **A chatbot Bol Behen** that offers a private way for girls to ask questions about the themes and topics raised by Chhaa Jaa content and safely get information.

The ecosystem has been designed for demand generation - encouraging girls to access relevant services (for example, health services include clinics, telemedicine, pharmacies, etc.) and, when they are ready, linking them to youth-friendly services. Through signposting, targeted campaigns, partnerships and a service directory - we have connected over 100,000 users to information about youth-friendly services to date.

**Background**

Built on Rapidpro, Bol Behen is an automated, menu-based chatbot that lives on Facebook Messenger and Whatsapp. It has been adapted from another chatbot product that Girl Effect has developed in South Africa, Big Sis.

Over the last two years, we have successfully piloted and launched Bol Behen through Chhaa Jaa. To date, over 250k users have initiated conversations with Bol Behen, and over 2.7 million messages have been received. We have also conducted impact evaluations demonstrating that Bol Behen can successfully shift girls' knowledge and attitudes on health-related issues (specifically tested around sexual and reproductive health and COVID-19 vaccine confidence).

Now that the product has been tested and proven, we are building a roadmap for the next 1-2 years to evolve the product and make it much more relevant and meaningful for girls. A key priority identified through this exercise is to link girls to health services (like clinics, pharmacies etc.) more directly via Bol Behen.

**Objective**

To strategically analyse, amend and improve the conversational menu and flow structure of the entire Bol Behen chatbot. Currently, there are 7 main menu categories (5 leading to content/message sets, 1 for girls trying to find services, and 1 emergency option for girls in distress). As more content has been added to the chatbot, this structure is untenable as it leads to very long conversational flows (which offer a subpar user experience and run the risk of having a high user dropoff rate). The chatbot flow restructures must position Bol Behen in a readier state for future improvements and efforts to make the chatbot more naturally conversational with the power of Natural Language Processing (NLP) and Artificial Intelligence (AI).

The successful agency will have the requisite chatbot/conversational design skills to not only build out a new structure for the chatbot logically/visually, but also (once approved), to upload the message sets (which will be provided by Girl Effect) into our RapidPro chatbot backend in a manner to bring the new structure to life.

**Who You Are**

Experience
- 8+ years of professional experience in a design consultancy or equivalent position working in multidisciplinary (digital product development) teams
- Experience building conversational interfaces such as chatbots, ideally with teenage/youth population

**Skills**:

- Fluency in the human-centred design process from qualitative research and synthesis to ideation, prototyping, and implementation.
- Service Design, UX, UI
- Conversational Design
- RapidPro
- Presentation/