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

Kyle Boyd, Courtney Potts, RR Bond, Maurice Mulvenna, Thomas Broderick, Con Burns, Andrea Bickerdike, Michael McTear, Catrine Kostenius, Alex Vakaloudis, Indika S. A. Dhanapala, Edel Ennis, Frederick Booth

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

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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.
Original languageEnglish
Title of host publicationECCE 2022 - Proceedings of the 33rd European Conference on Cognitive Ergonomics
PublisherAssociation for Computing Machinery
Number of pages8
ISBN (Electronic)978-1-4503-9808-4
Publication statusPublished (in print/issue) - 4 Oct 2022
Event33rd European Conference on Cognitive Ergonomics - Kaiserslautern, Germany
Duration: 4 Oct 20227 Oct 2022


Conference33rd European Conference on Cognitive Ergonomics
Abbreviated titleECCE 2022
Internet address

Bibliographical note

Funding Information:
The ChatPal consortium acknowledges the support provided by the Interreg VB Northern Periphery & Arctic Programme under the grant for Conversational Interfaces Supporting Mental Health and Wellbeing of People in Sparsely Populated Areas (ChatPal) project number 345. The authors would like to thank all the clients, participants, project members, supporters, and researchers at Ulster University, University of Eastern Finland, Norrbotten Association of Local Authorities, Region Norrbotten, Luleå University of Technology, NHS Western Isles, Action Mental Health, Munster Technological University, and Health Innovation Hub Ireland, for participating in this research.

Publisher Copyright:
© 2022 ACM.


  • Chatbots
  • Conversational user interfaces
  • User experience
  • Digital interventions
  • Apps
  • Mental health
  • Wellbeing


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