“Not quite there yet”: On Users Perception of Popular Healthcare Chatbot Apps for Personal Health Management

Abstract

Many individuals rely on digital resources for advice related to their health management such as passive information on web or more active resources such as chatbots. Chatbot technology has made rapid technical advances in recent years and holds potential for making health information accessible to a wider range of individuals including sparsely populated and rural areas. One challenge with new technology is the gap that can occur with the functionality offered by the technology and the actual needs of users. Not only is it important that health related information and advice is accurate and correct as it directly can affect individuals’ health-related decisions, but the user experience must be positive, and users must trust the technology. This study explores how users perceive four popular health related chatbot apps by analyzing 708 reviews. The results confirm that there is a gap between users’ needs and the user experience provided by the chatbots. Suggestions for chatbot developers are provided which could help reduce the gap between the available functionalities and users’ needs.