Assessing the Usability of a Chatbot for Mental Health Care

Gillian Cameron; David Cameron; Gavin Megaw; RR Bond; Maurice Mulvenna; Siobhan O'Neill; C Armour; Michael McTear

Assessing the Usability of a Chatbot for Mental Health Care

Gillian Cameron, David Cameron, Gavin Megaw, RR Bond, Maurice Mulvenna, Siobhan O'Neill, C Armour, Michael McTear

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

58 Citations (Scopus)

2983 Downloads (Pure)

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
Subtitle of host publication	INSCI 2018 International Workshops, St. Petersburg, Russia, October 24–26, 2018, Revised Selected Papers
Editors	Asbjørn Følstad, Harry Halpin, Heiko Niedermayer, Svetlana S. Bodrunova, Anna Smoliarova, Olessia Koltsova, Polina Kolozaridi, Leonid Yuldashev
Place of Publication	Springer Nature Switzerland AG 2019
Publisher	Springer Verlag
Chapter	4
Pages	121-132
Number of pages	11
Volume	11551
ISBN (Electronic)	978-3-030-17705-8
ISBN (Print)	978-3-030-17704-1
Publication status	Published (in print/issue) - 17 Apr 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	24/10/18 → 26/10/18

Keywords

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

UN SDGs

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

Access to Document

Accepted author manuscriptAuthor Accepted Manuscript, 1.2 MB

https://link.springer.com/chapter/10.1007/978-3-030-17705-8_11

Cite this

Cameron, G., Cameron, D., Megaw, G., Bond, RR., 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, St. Petersburg, Russia, October 24–26, 2018, Revised Selected Papers (Vol. 11551, 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://link.springer.com/chapter/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, St. Petersburg, Russia, October 24–26, 2018, Revised Selected Papers. editor / Asbjørn Følstad ; Harry Halpin ; Heiko Niedermayer ; Svetlana S. Bodrunova ; Anna Smoliarova ; Olessia Koltsova ; Polina Kolozaridi ; Leonid Yuldashev. Vol. 11551 Springer Nature Switzerland AG 2019 : Springer Verlag, 2019. pp. 121-132 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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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",

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Cameron, G, Cameron, D, Megaw, G, Bond, RR , 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, St. Petersburg, Russia, October 24–26, 2018, Revised Selected Papers. vol. 11551, Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 11551 LNCS, Springer Verlag, Springer Nature Switzerland AG 2019, pp. 121-132, 5th International Conference on Internet Science, INSCI 2018, St. Petersburg, Russian Federation, 24/10/18. <https://link.springer.com/chapter/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, St. Petersburg, Russia, October 24–26, 2018, Revised Selected Papers. ed. / Asbjørn Følstad; Harry Halpin; Heiko Niedermayer; Svetlana S. Bodrunova; Anna Smoliarova; Olessia Koltsova; Polina Kolozaridi; Leonid Yuldashev. Vol. 11551 Springer Nature Switzerland AG 2019: 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 › peer-review

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AU - Megaw, Gavin

AU - Bond, RR

AU - Mulvenna, Maurice

AU - O'Neill, Siobhan

AU - Armour, C

AU - McTear, Michael

PY - 2019/4/17

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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.

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KW - Microsoft Bot Framework

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KW - User experience

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Cameron G, Cameron D, Megaw G, Bond RR , 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, St. Petersburg, Russia, October 24–26, 2018, Revised Selected Papers. Vol. 11551. Springer Nature Switzerland AG 2019: Springer Verlag. 2019. p. 121-132. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

Assessing the Usability of a Chatbot for Mental Health Care

Abstract

Publication series

Conference

Keywords

UN SDGs

Access to Document

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