We describe a qualitative user study that we conducted with 64 people living with HIV/AIDS (PLHA) in India recruited from private sector clinics. Our aim was to investigate information gaps, problems, and opportunities for design of relevant technology solutions to support HIV treatment. Our methodology included clinic visits, observations, discussion with doctors and counsellors, contextual interviews with PLHA, diary studies, technology tryouts, and home visits. Analysis identified user statements, observations, breakdowns, insights, and design ideas. We consolidated our findings across users with an affinity. We found that despite several efforts, PLHA have limited access to authentic information. Some know facts and procedures, but lack conceptual understanding of HIV. Challenges include low education, no access to technology, lack of socialisation, less time with doctors and counsellors, high power-distance between PLHA and doctors and counsellors, and information overload. Information solutions based on mobile phones can lead to better communication and improve treatment adherence and effectiveness if they are based on the following: repetition, visualisation, organisation, localisation, and personalisation of information, improved socialisation, and complementing current efforts in clinics.
