论文标题
“对于一个应该使用户感觉更好的应用程序，它肯定是个玩笑” - 对移动心理健康应用程序的用户评论的分析
"For an App Supposed to Make Its Users Feel Better, It Sure is a Joke" -- An Analysis of User Reviews of Mobile Mental Health Applications
论文作者
论文摘要
移动心理健康应用被视为满足不断增长的心理保健需求的一种有希望的方法。尽管在应用市场上（例如Google Play和Apple App Store）上有超过一万个心理健康应用程序可用，但其中许多不是基于证据的，也不是对评估或监管的。应用程序用户的现实经验和关注点在很大程度上是未知的。为了解决此知识差距，我们分析了117个Android应用程序的2159个用户评论，以及76个iOS应用程序中的2764个用户评论。我们的发现包括围绕不一致的节制标准和缺乏透明度的批评。危机期间几乎没有提供支持，因此受到批评的社交特征和聊天机器人受到批评。我们为未来的心理健康应用程序开发人员提供研究和设计含义，讨论制定全面和集中的应用程序开发指南的必要性，以及将现有的AI技术纳入心理健康聊天机器人的机会。
Mobile mental health applications are seen as a promising way to fulfill the growing need for mental health care. Although there are more than ten thousand mental health apps available on app marketplaces, such as Google Play and Apple App Store, many of them are not evidence-based, or have been minimally evaluated or regulated. The real-life experience and concerns of the app users are largely unknown. To address this knowledge gap, we analyzed 2159 user reviews from 117 Android apps and 2764 user reviews from 76 iOS apps. Our findings include the critiques around inconsistent moderation standards and lack of transparency. App-embedded social features and chatbots were criticized for providing little support during crises. We provide research and design implications for future mental health app developers, discuss the necessity of developing a comprehensive and centralized app development guideline, and the opportunities of incorporating existing AI technology in mental health chatbots.
