{"title":"User Experiences of Well-Being Chatbots.","authors":"Liam Kettle, Yi-Ching Lee","doi":"10.1177/00187208231162453","DOIUrl":null,"url":null,"abstract":"<p><strong>Objective: </strong>The current paper conducted two parallel studies to explore user experiences of well-being conversational agents (CAs) and identify important features for engagement.</p><p><strong>Background: </strong>Students transitioning into university life take on greater responsibility, yet tend to sacrifice healthy behaviors to strive for academic and financial gain. Additionally, students faced an unprecedented pandemic, leading to remote courses and reduced access to healthcare services. One tool designed to improve healthcare accessibility is well-being CAs. CAs have addressed mental health support in the general population but have yet to address physical well-being support and accessibility to those in disadvantaged socio-economic backgrounds where healthcare access is further limited.</p><p><strong>Method: </strong>Study One comprised a thematic analysis of mental health applications featuring CAs from the public forum, Reddit. Study Two explored emerging usability themes of an SMS-based CA designed to improve accessibility to well-being services alongside a commercially available CA, Woebot.</p><p><strong>Results: </strong>Study One identified several themes, including accessibility and availability, communication style, and anthropomorphism as important features. Study Two identified themes such as user response modality, perceived CA role, question specificity, and conversation flow control as critical for user engagement.</p><p><strong>Conclusion: </strong>Various themes emerged from individuals' experiences regarding CA features, functionality, and responses. The mixed experiences relevant to the communication and conversational styles between the CA and the user suggest varied motivations for using CAs for mental and physical well-being.</p><p><strong>Application: </strong>Practical recommendations to encourage continued use include providing dynamic response modalities, anthropomorphizing the chatbot, and calibrating expectations early.</p>","PeriodicalId":56333,"journal":{"name":"Human Factors","volume":null,"pages":null},"PeriodicalIF":2.9000,"publicationDate":"2024-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Human Factors","FirstCategoryId":"102","ListUrlMain":"https://doi.org/10.1177/00187208231162453","RegionNum":3,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"2023/3/14 0:00:00","PubModel":"Epub","JCR":"Q1","JCRName":"BEHAVIORAL SCIENCES","Score":null,"Total":0}
引用次数: 0
Abstract
Objective: The current paper conducted two parallel studies to explore user experiences of well-being conversational agents (CAs) and identify important features for engagement.
Background: Students transitioning into university life take on greater responsibility, yet tend to sacrifice healthy behaviors to strive for academic and financial gain. Additionally, students faced an unprecedented pandemic, leading to remote courses and reduced access to healthcare services. One tool designed to improve healthcare accessibility is well-being CAs. CAs have addressed mental health support in the general population but have yet to address physical well-being support and accessibility to those in disadvantaged socio-economic backgrounds where healthcare access is further limited.
Method: Study One comprised a thematic analysis of mental health applications featuring CAs from the public forum, Reddit. Study Two explored emerging usability themes of an SMS-based CA designed to improve accessibility to well-being services alongside a commercially available CA, Woebot.
Results: Study One identified several themes, including accessibility and availability, communication style, and anthropomorphism as important features. Study Two identified themes such as user response modality, perceived CA role, question specificity, and conversation flow control as critical for user engagement.
Conclusion: Various themes emerged from individuals' experiences regarding CA features, functionality, and responses. The mixed experiences relevant to the communication and conversational styles between the CA and the user suggest varied motivations for using CAs for mental and physical well-being.
Application: Practical recommendations to encourage continued use include providing dynamic response modalities, anthropomorphizing the chatbot, and calibrating expectations early.
摘要本文进行了两项平行研究，以探索幸福会话代理（CA）的用户体验，并确定参与的重要特征：背景：步入大学生活的学生承担着更大的责任，但他们往往会牺牲健康的行为来追求学业和经济利益。此外，学生们还面临着前所未有的大流行病，这导致了远程课程和医疗保健服务的减少。一种旨在改善医疗保健可及性的工具是福祉 CA。健康 CA 已为普通人群提供了心理健康支持，但尚未为社会经济背景不利的人群提供身体健康支持和医疗服务的可及性：研究一包括对公共论坛 Reddit 上以 CA 为特色的心理健康应用程序进行主题分析。研究二探讨了一个基于短信的CA新出现的可用性主题，该CA旨在提高人们获得健康服务的便利性，同时还探讨了一个商用CA--Woebot的可用性主题：研究一确定了几个主题，包括可访问性和可用性、交流风格以及拟人化等重要特征。研究二确定了用户响应模式、感知 CA 角色、问题具体性和对话流程控制等主题，这些主题对用户参与至关重要：结论：个人体验中出现了有关 CA 特性、功能和响应的各种主题。与 CA 和用户之间的交流和对话方式有关的混合体验表明，使用 CA 促进身心健康的动机各不相同：鼓励继续使用的实用建议包括提供动态响应模式、将聊天机器人拟人化以及尽早调整期望值。
期刊介绍：
Human Factors: The Journal of the Human Factors and Ergonomics Society publishes peer-reviewed scientific studies in human factors/ergonomics that present theoretical and practical advances concerning the relationship between people and technologies, tools, environments, and systems. Papers published in Human Factors leverage fundamental knowledge of human capabilities and limitations – and the basic understanding of cognitive, physical, behavioral, physiological, social, developmental, affective, and motivational aspects of human performance – to yield design principles; enhance training, selection, and communication; and ultimately improve human-system interfaces and sociotechnical systems that lead to safer and more effective outcomes.
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