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

doi:10.1007/978-3-030-17705-8_11

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

^*Corresponding author for this work

School of Psychology

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

54 Citations (Scopus)

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.

Original language	English
Title of host publication	Internet Science - INSCI 2018 International Workshops, Revised Selected Papers
Editors	Asbjørn Følstad, Harry Halpin, Heiko Niedermayer, Svetlana S. Bodrunova, Anna Smoliarova, Olessia Koltsova, Polina Kolozaridi, Leonid Yuldashev
Publisher	Springer-Verlag
Pages	121-132
Number of pages	12
ISBN (Print)	9783030177041
DOIs	https://doi.org/10.1007/978-3-030-17705-8_11
Publication status	Published - 01 Jan 2019
Event	5th International Conference on Internet Science, INSCI 2018 - St. Petersburg, Russian Federation Duration: 24 Oct 2018 → 26 Oct 2018

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	11551 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	5th International Conference on Internet Science, INSCI 2018
Country/Territory	Russian Federation
City	St. Petersburg
Period	24/10/2018 → 26/10/2018

Keywords

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

ASJC Scopus subject areas

Theoretical Computer Science
General Computer Science

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

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

Cite this

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, 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 et al. / 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{\textquoteright}Neill and Cherie Armour and Michael McTear",

year = "2019",

month = jan,

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",

note = "5th International Conference on Internet Science, INSCI 2018 ; Conference date: 24-10-2018 Through 26-10-2018",

}

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 et al.
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 proceeding › Conference 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

AN - SCOPUS:85065299319

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

T2 - 5th International Conference on Internet Science, INSCI 2018

Y2 - 24 October 2018 through 26 October 2018

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)). doi: 10.1007/978-3-030-17705-8_11

Assessing the usability of a chatbot for mental health care

Abstract

Publication series

Conference

Keywords

ASJC Scopus subject areas

UN SDGs

Access to Document

Other files and links

Fingerprint

Cite this