Care at the Doorstep
An opportunity to delve into the everyday realities of Women Health Volunteers (WHVs) in Tamil Nadu’s Makkalai Thedi Maruthuvam (MTM scheme) and understand their experiences as they were suddenly expected to adopt a digital health registry app while continuing their community-based care.
I approached this through user research methods, including interviews, diary studies , and participatory exercises with WHVs. I designed remote diary studies and photo journaling activities to capture their daily routines, challenges, and the way they interacted with the app in real-life settings. These methods provided me with richer insights than interviews alone, helping me see not just what they said, but also how their environment and responsibilities shaped their behavior.
A day in the life of Women Health Volunteer
They [patients] treat me well and are always welcoming. They praise me as God's creation. They’ll tell me about many things. They’ll start by telling me about their symptoms and then their children's. I would have gone to check for one person, but I often end up identifying more from the same household.
WHV, 38 years, Female, Madurai
A collage of few photographs from the dairy study
Older people give consent willingly. They believe us more easily & let us take photos. Middle-aged people usually say ‘NO’ to consent. And they think a lot and ask many questions regarding why, for what. I take the time to explain to them the benefit of this & tell them that insurance & everything will soon be through this platform. They trust me & agree to this as they have seen me at the centre for many years now.
WHV, 45 years, Female, Salem
The research revealed both pain points and enablers. Many WHVs struggled with digital literacy, patchy connectivity and the pressure of balancing household responsibilities with fieldwork. At the same time, their strong community trust, peer networks, and personal commitment to service kept them motivated.
By synthesizing these insights, I was able to frame human-centered recommendations to improve the usability and adaptability of the MTM app such as simplified design, multilingual support and features that work offline. More importantly the research highlighted how design and policy need to align with lived realities if technology is to truly support healthcare delivery.