TY - JOUR
T1 - It Is Me, Chatbot
T2 - Working to Address the COVID-19 Outbreak-Related Mental Health Issues in China. User Experience, Satisfaction, and Influencing Factors
AU - Zhu, Yonghan
AU - Janssen, Marijn
AU - Wang, Rui
AU - Liu, Yang
N1 - Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.
PY - 2021
Y1 - 2021
N2 - The global spread of COVID-19 has caused a huge number of confirmed cases and deaths, which in return leads to a plethora of mental disorders across the world. In order to address citizens’ psychological problems, government agencies in many countries have employed AI-based chatbots to provide mental health services. However, there is a limited understanding of the determinants affecting citizens’ user experience and user satisfaction when mental health services supported by chatbots are provided. Thus, based on the Theory of Consumption Values (TCV), this study proposes an analytical framework to investigate the factors that are important to citizens’ user experience and user satisfaction when they interact with mental health chatbots. Analysis of data collected from 295 chatbot users in Wuhan and Chongqing reveals that personalization, enjoyment, learning, and condition are positively related to user experience and user satisfaction. However, voice interaction fails to devote to citizens’ user experience and user satisfaction. Thus, government agencies and their AI service contractors should enhance the functions and systems of mental health chatbots to ensure citizens’ user experience and user satisfaction. Also, they should more positively promote the use of mental health chatbots during the public health emergency.
AB - The global spread of COVID-19 has caused a huge number of confirmed cases and deaths, which in return leads to a plethora of mental disorders across the world. In order to address citizens’ psychological problems, government agencies in many countries have employed AI-based chatbots to provide mental health services. However, there is a limited understanding of the determinants affecting citizens’ user experience and user satisfaction when mental health services supported by chatbots are provided. Thus, based on the Theory of Consumption Values (TCV), this study proposes an analytical framework to investigate the factors that are important to citizens’ user experience and user satisfaction when they interact with mental health chatbots. Analysis of data collected from 295 chatbot users in Wuhan and Chongqing reveals that personalization, enjoyment, learning, and condition are positively related to user experience and user satisfaction. However, voice interaction fails to devote to citizens’ user experience and user satisfaction. Thus, government agencies and their AI service contractors should enhance the functions and systems of mental health chatbots to ensure citizens’ user experience and user satisfaction. Also, they should more positively promote the use of mental health chatbots during the public health emergency.
UR - http://www.scopus.com/inward/record.url?scp=85118460881&partnerID=8YFLogxK
U2 - 10.1080/10447318.2021.1988236
DO - 10.1080/10447318.2021.1988236
M3 - Article
AN - SCOPUS:85118460881
SN - 1044-7318
VL - 38
SP - 1182
EP - 1194
JO - International Journal of Human-Computer Interaction
JF - International Journal of Human-Computer Interaction
IS - 12
ER -
