Exploring Client Perceptions on Gaining Infant Feeding Information Through the Texas Women, Infants, and Children (WIC) Chatbot

The modernization of the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) program is a priority. The Texas WIC chatbot, Maya, streamlines client interactions through dialog-based responses. This qualitative study explored client capabilities, motivations, and opportunities for seeking nutrition information about breastfeeding, formula feeding, infant feeding safety, adequacy of infant feeding, and complementary feeding via a chatbot. A team conducted in-depth semi-structured interviews with Texas WIC clients (n = 19 women). All interviews were transcribed and subjected to a two-coder, four-phase process utilizing a theory-based codebook. Codes were compiled and thematically categorized. Identified themes included (1) motivations through necessity or resource availability, (2) client capabilities and Maya usability, and (3) opportunities for connection, support, and encouragement. Texas WIC clients that participated in this study expressed motivations, capabilities, and opportunities to engage with nutrition information through Maya. They described Maya as a favorable resource for behavior changes, and a trusted source of nutrition information, citing the credibility of WIC and reliability of the chatbot. The findings may inform future research and development of public health chatbots. Additional research is required to explore how different factors such as language and technology usage may impact client capabilities, motivations, and opportunities to seek nutrition information with regard to infant feeding.