Insights and lessons learned from trialling a mental health chatbot in the wild Show others and affiliations
2021 (English) In: 2021 IEEE Symposium on Computers and Communications (ISCC), IEEE, 2021, p. 1-6Conference paper, Published paper (Refereed)
Abstract [en]
This study reports on the development and âin the wildâ trialling of a chatbot (ChatPal) which promotes good mental wellbeing. A stakeholder-centered approach for design was adopted where end users, mental health professionals and service users were involved in the design which was centered around positive psychology. In the wild usage of the chatbot was investigated from Jul-20-Mar-21. Exploratory analyses of usage metrics were carried out using the event log data. User tenure, unique usage days, total chatbot interactions and average daily interactions were used in K-means clustering to identify user archetypes. The chatbot was used by a variety of age groups (18-65+) and genders, mainly those living in Ireland. K-means clustering identified three clusters: sporadic users (n=4), frequent transient users (n=38) and abandoning users (n=169) each with distinct usage characteristics. This study highlights the importance of event log data analysis for making improvements to the mental health chatbot.
Place, publisher, year, edition, pages IEEE, 2021. p. 1-6
Keywords [en]
Measurement, Computers, Data analysis, Mood, Mental health, Medical services, Chatbots, Conversational user interfaces, event log, eHealth, mental wellbeing, co-design, COVID-19
National Category
Human Computer Interaction
Research subject Nursing
Identifiers URN: urn:nbn:se:ltu:diva-88453 DOI: 10.1109/ISCC53001.2021.9631395 ISI: 000936276000026 Scopus ID: 2-s2.0-85123221410 OAI: oai:DiVA.org:ltu-88453 DiVA, id: diva2:1621072
Conference 2021 IEEE Symposium on Computers and Communications (ISCC),Athens, Greece, 5-8 Septemper 2021
Note ISBN för värdpublikation:978-1-6654-2744-9, 978-1-6654-2745-6
2021-12-172021-12-172024-03-07 Bibliographically approved