Usability testing and trust analysis of a mental health and wellbeing chatbot

Potts, Courtney (author): Ulster University, School of Computing, Belfast, UK

Mulvenna, Maurice D (author): Ulster University, School of Computing Belfast, UK

Broderick, Thomas (author): Munster Technological University, Department of Sport, Leisure and Childhood Studies, Cork, Ireland

Burns, Con (author): Munster Technological University, Department of Sport, Leisure and Childhood Studies, Cork, Ireland

Bickerdike, Andrea (author): Munster Technological University, Department of Sport, Leisure and Childhood Studies, Cork, Ireland

McTear, Michael F (author): Ulster University, School of Computing Belfast, UK

Kostenius, Catrine, 1962- (author): Luleå tekniska universitet,Omvårdnad och medicinsk teknik

Vakaloudis, Alex (author): Munster Technological University, Nimbus Research Centre, Cork, Ireland

Dhanapala, Indika (author): Munster Technological University, Nimbus Research Centre, Cork, Ireland

Booth, Frederick (author): Ulster University, School of Computing Belfast, UK

(creator_code:org_t)

2022-10-04
2022
English.
In: Proceedings of the 33rd European Conference on Cognitive Ergonomics (ECCE 2022). - New York, NY, USA : Association for Computing Machinery.

Related links:: https://doi.org/10.1...; show more...; https://urn.kb.se/re...; https://doi.org/10.1...; show less...

Abstract Subject headings

Mental health chatbots are particularly useful for those who are isolated and may have difficulty attending services or for those who are reluctant to speak to a professional. In this study, the usability and trust of a chatbot known as ’ChatPal’ has been assessed. ChatPal has been developed by an interdisciplinary team encompassing health service providers, local authorities, charities and universities to promote positive mental wellbeing among individuals in rural areas across Europe. This study employed a usability test protocol to recruit representative users to complete a set of tasks using the ChatPal chatbot. Usability issues were assessed along with trust and users’ satisfaction on the System Usability Scale and the Chatbot Usability Questionnaire. The study shows the usability issues and trust with a mental health chatbot and highlights recommendations for improvement.

NATURVETENSKAP -- Data- och informationsvetenskap -- Människa-datorinteraktion (hsv//swe)
NATURAL SCIENCES -- Computer and Information Sciences -- Human Computer Interaction (hsv//eng)
MEDICIN OCH HÄLSOVETENSKAP -- Hälsovetenskap -- Annan hälsovetenskap (hsv//swe)
MEDICAL AND HEALTH SCIENCES -- Health Sciences -- Other Health Sciences (hsv//eng)

By the author/editor: Boyd, Kyle; Potts, Courtney; Bond, Raymond; Mulvenna, Mauric ...; Broderick, Thoma ...; Burns, Con; show more...; Bickerdike, Andr ...; McTear, Michael ...; Kostenius, Catri ...; Vakaloudis, Alex; Dhanapala, Indik ...; Ennis, Edel; Booth, Frederick; show less...

About the subject

NATURAL SCIENCES: NATURAL SCIENCES; and Computer and Inf ...; and Human Computer I ...

MEDICAL AND HEALTH SCIENCES: MEDICAL AND HEAL ...; and Health Sciences; and Other Health Sci ...

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