Assessing the usability of a chatbot for mental health care

Gillian Cameron, David Cameron, Gavin Megaw, Raymond Bond, Maurice Mulvenna, Siobhan O’Neill, Cherie Armour, Michael McTear

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

The aim of this paper is to assess the usability of a chatbot for mental health care within a social enterprise. Chatbots are becoming more prevalent in our daily lives, as we can now use them to book flights, manage savings, and check the weather. Chatbots are increasingly being used in mental health care, with the emergence of “virtual therapists”. In this study, the usability of a chatbot named iHelpr has been assessed. iHelpr has been developed to provide guided self-assessment, and tips for the following areas: stress, anxiety, depression, sleep, and self esteem. This study used a questionnaire developed by Chatbottest, and the System Usability Scale to assess the usability of iHelpr. The participants in this study enjoyed interacting with the chatbot, and found it easy to use. However, the study highlighted areas that need major improvements, such as Error Management and Intelligence. A list of recommendations has been developed to improve the usability of the iHelpr chatbot.

LanguageEnglish
Title of host publicationInternet Science - INSCI 2018 International Workshops, Revised Selected Papers
EditorsAsbjørn Følstad, Harry Halpin, Heiko Niedermayer, Svetlana S. Bodrunova, Anna Smoliarova, Olessia Koltsova, Polina Kolozaridi, Leonid Yuldashev
PublisherSpringer-Verlag
Pages121-132
Number of pages12
ISBN (Print)9783030177041
DOIs
Publication statusPublished - 01 Jan 2019
Event5th International Conference on Internet Science, INSCI 2018 - St. Petersburg, Russian Federation
Duration: 24 Oct 201826 Oct 2018

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume11551 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference5th International Conference on Internet Science, INSCI 2018
CountryRussian Federation
CitySt. Petersburg
Period24/10/201826/10/2018

Fingerprint

Health care
Healthcare
Usability
Self-assessment
Anxiety
Sleep
Industry
Weather
Questionnaire
Recommendations

Keywords

  • Chatbot usability
  • Chatbots
  • Human Computer Interaction
  • Mental healthcare
  • Microsoft Bot Framework
  • System Usability Scale
  • User experience

Cite this

Cameron, G., Cameron, D., Megaw, G., Bond, R., Mulvenna, M., O’Neill, S., ... McTear, M. (2019). Assessing the usability of a chatbot for mental health care. In A. Følstad, H. Halpin, H. Niedermayer, S. S. Bodrunova, A. Smoliarova, O. Koltsova, P. Kolozaridi, ... L. Yuldashev (Eds.), Internet Science - INSCI 2018 International Workshops, Revised Selected Papers (pp. 121-132). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 11551 LNCS). Springer-Verlag. https://doi.org/10.1007/978-3-030-17705-8_11
Cameron, Gillian ; Cameron, David ; Megaw, Gavin ; Bond, Raymond ; Mulvenna, Maurice ; O’Neill, Siobhan ; Armour, Cherie ; McTear, Michael. / Assessing the usability of a chatbot for mental health care. Internet Science - INSCI 2018 International Workshops, Revised Selected Papers. editor / Asbjørn Følstad ; Harry Halpin ; Heiko Niedermayer ; Svetlana S. Bodrunova ; Anna Smoliarova ; Olessia Koltsova ; Polina Kolozaridi ; Leonid Yuldashev. Springer-Verlag, 2019. pp. 121-132 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).
@inproceedings{34e5335c49c744a6b53177387a186bf5,
title = "Assessing the usability of a chatbot for mental health care",
abstract = "The aim of this paper is to assess the usability of a chatbot for mental health care within a social enterprise. Chatbots are becoming more prevalent in our daily lives, as we can now use them to book flights, manage savings, and check the weather. Chatbots are increasingly being used in mental health care, with the emergence of “virtual therapists”. In this study, the usability of a chatbot named iHelpr has been assessed. iHelpr has been developed to provide guided self-assessment, and tips for the following areas: stress, anxiety, depression, sleep, and self esteem. This study used a questionnaire developed by Chatbottest, and the System Usability Scale to assess the usability of iHelpr. The participants in this study enjoyed interacting with the chatbot, and found it easy to use. However, the study highlighted areas that need major improvements, such as Error Management and Intelligence. A list of recommendations has been developed to improve the usability of the iHelpr chatbot.",
keywords = "Chatbot usability, Chatbots, Human Computer Interaction, Mental healthcare, Microsoft Bot Framework, System Usability Scale, User experience",
author = "Gillian Cameron and David Cameron and Gavin Megaw and Raymond Bond and Maurice Mulvenna and Siobhan O’Neill and Cherie Armour and Michael McTear",
year = "2019",
month = "1",
day = "1",
doi = "10.1007/978-3-030-17705-8_11",
language = "English",
isbn = "9783030177041",
series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",
publisher = "Springer-Verlag",
pages = "121--132",
editor = "Asbj{\o}rn F{\o}lstad and Harry Halpin and Heiko Niedermayer and Bodrunova, {Svetlana S.} and Anna Smoliarova and Olessia Koltsova and Polina Kolozaridi and Leonid Yuldashev",
booktitle = "Internet Science - INSCI 2018 International Workshops, Revised Selected Papers",

}

Cameron, G, Cameron, D, Megaw, G, Bond, R, Mulvenna, M, O’Neill, S, Armour, C & McTear, M 2019, Assessing the usability of a chatbot for mental health care. in A Følstad, H Halpin, H Niedermayer, SS Bodrunova, A Smoliarova, O Koltsova, P Kolozaridi & L Yuldashev (eds), Internet Science - INSCI 2018 International Workshops, Revised Selected Papers. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 11551 LNCS, Springer-Verlag, pp. 121-132, 5th International Conference on Internet Science, INSCI 2018, St. Petersburg, Russian Federation, 24/10/2018. https://doi.org/10.1007/978-3-030-17705-8_11

Assessing the usability of a chatbot for mental health care. / Cameron, Gillian; Cameron, David; Megaw, Gavin; Bond, Raymond; Mulvenna, Maurice; O’Neill, Siobhan; Armour, Cherie; McTear, Michael.

Internet Science - INSCI 2018 International Workshops, Revised Selected Papers. ed. / Asbjørn Følstad; Harry Halpin; Heiko Niedermayer; Svetlana S. Bodrunova; Anna Smoliarova; Olessia Koltsova; Polina Kolozaridi; Leonid Yuldashev. Springer-Verlag, 2019. p. 121-132 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 11551 LNCS).

Research output: Chapter in Book/Report/Conference proceedingConference contribution

TY - GEN

T1 - Assessing the usability of a chatbot for mental health care

AU - Cameron, Gillian

AU - Cameron, David

AU - Megaw, Gavin

AU - Bond, Raymond

AU - Mulvenna, Maurice

AU - O’Neill, Siobhan

AU - Armour, Cherie

AU - McTear, Michael

PY - 2019/1/1

Y1 - 2019/1/1

N2 - The aim of this paper is to assess the usability of a chatbot for mental health care within a social enterprise. Chatbots are becoming more prevalent in our daily lives, as we can now use them to book flights, manage savings, and check the weather. Chatbots are increasingly being used in mental health care, with the emergence of “virtual therapists”. In this study, the usability of a chatbot named iHelpr has been assessed. iHelpr has been developed to provide guided self-assessment, and tips for the following areas: stress, anxiety, depression, sleep, and self esteem. This study used a questionnaire developed by Chatbottest, and the System Usability Scale to assess the usability of iHelpr. The participants in this study enjoyed interacting with the chatbot, and found it easy to use. However, the study highlighted areas that need major improvements, such as Error Management and Intelligence. A list of recommendations has been developed to improve the usability of the iHelpr chatbot.

AB - The aim of this paper is to assess the usability of a chatbot for mental health care within a social enterprise. Chatbots are becoming more prevalent in our daily lives, as we can now use them to book flights, manage savings, and check the weather. Chatbots are increasingly being used in mental health care, with the emergence of “virtual therapists”. In this study, the usability of a chatbot named iHelpr has been assessed. iHelpr has been developed to provide guided self-assessment, and tips for the following areas: stress, anxiety, depression, sleep, and self esteem. This study used a questionnaire developed by Chatbottest, and the System Usability Scale to assess the usability of iHelpr. The participants in this study enjoyed interacting with the chatbot, and found it easy to use. However, the study highlighted areas that need major improvements, such as Error Management and Intelligence. A list of recommendations has been developed to improve the usability of the iHelpr chatbot.

KW - Chatbot usability

KW - Chatbots

KW - Human Computer Interaction

KW - Mental healthcare

KW - Microsoft Bot Framework

KW - System Usability Scale

KW - User experience

UR - http://www.scopus.com/inward/record.url?scp=85065299319&partnerID=8YFLogxK

U2 - 10.1007/978-3-030-17705-8_11

DO - 10.1007/978-3-030-17705-8_11

M3 - Conference contribution

SN - 9783030177041

T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

SP - 121

EP - 132

BT - Internet Science - INSCI 2018 International Workshops, Revised Selected Papers

A2 - Følstad, Asbjørn

A2 - Halpin, Harry

A2 - Niedermayer, Heiko

A2 - Bodrunova, Svetlana S.

A2 - Smoliarova, Anna

A2 - Koltsova, Olessia

A2 - Kolozaridi, Polina

A2 - Yuldashev, Leonid

PB - Springer-Verlag

ER -

Cameron G, Cameron D, Megaw G, Bond R, Mulvenna M, O’Neill S et al. Assessing the usability of a chatbot for mental health care. In Følstad A, Halpin H, Niedermayer H, Bodrunova SS, Smoliarova A, Koltsova O, Kolozaridi P, Yuldashev L, editors, Internet Science - INSCI 2018 International Workshops, Revised Selected Papers. Springer-Verlag. 2019. p. 121-132. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). https://doi.org/10.1007/978-3-030-17705-8_11