WHO Health Alert for COVID-19

Using WhatsApp to Combat COVID-19 Misinformation

 
 
 

Background

Amid the COVID-19 pandemic, when healthcare systems worldwide struggled with false information, the World Health Organization (WHO) turned to WhatsApp, a popular messaging app with over two billion users, to ensure clear and reliable communication.

The Solution

WHO Health Alert is a free and automated service by the World Health Organization on WhatsApp that gives the latest COVID-19 updates through an easy menu. It's a quick project launch in response to the pandemic.

Impact

The WHO's WhatsApp Health Alert service is a critical tool that simplifies access to vital COVID-19 information. By harnessing the popularity and convenience of WhatsApp, this initiative effectively disseminates accurate knowledge and combats misinformation during the pandemic. The service's user-friendly design and accessibility are pivotal tools in the global response to COVID-19.

1 week

From brief to launch

20+

Available in over 20 languages

14.7m

Unique users

165m

Messages

 

My role

As Head of Experience Design and Strategy, I led a team on a high-priority, fast-paced project. My responsibilities included supervising two UX designers and a content designer and collaborating with developers and partners to design and implement solutions.

Design: User-Friendly Menu

To activate WHO's WhatsApp Health Alert, Users could click a link from Facebook or text "Hi" to +41 79 893 18 92.

Once users initiate the service, they are greeted by a user-friendly menu offering a range of COVID-19 information, including:

  • News Updates: Providing the latest developments related to the virus.

  • Myths: Offering clarifications on common misconceptions about COVID-19.

  • Travel Advice: Guiding travel during the pandemic.

  • Commonly Asked Questions: Offering answers to frequently asked questions about symptoms, prevention, and treatment.

We expanded our features throughout the pandemic to include alerts with new guidance from the WHO and behavioural change services.

User-Centred Approach

Adopted a user-centred approach for WHO's WhatsApp Health Alert, emphasising essential content and simple user interactions. Streamlined design and daily updates in the English-only line prevented system overload at launch.

Evolving to Meet User Needs

After launch, we automated updates, added new categories, and partnered with WHO offices to translate info into more languages, meeting user needs globally.

Strategy

Managed global COVID alerts via RapidPro.

  • Tailored multilingual messages, optimized delivery times, and user surveys.

  • Led strategic initiatives: defined mission, vision, core values.

  • Collaborated with cross-functional teams and engaged stakeholders.

 

News and Media attention

The service went viral thanks to partners such as WhatsApp, Facebook and the WHO. Our growth skyrocketed due to a tweet from Dr Tedros Ghebreyesus and a post from Mark Zuckerberg, garnering media and public attention.

Dr Tedros Adhanom Ghebreyesus, Director-General of WHO: “Digital technology gives us an unprecedented opportunity for vital health information to go viral and spread faster than the pandemic, helping us save lives and protect the vulnerable. We are proud to have partners like Facebook and WhatsApp, that are supporting us in reaching billions of people with important health information.”