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Please use this identifier to cite or link to this item: http://hdl.handle.net/1843/65887
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dc.creatorBruno Azevedo Chagaspt_BR
dc.creatorThais Marques Pedrosopt_BR
dc.creatorAlline Beleigolipt_BR
dc.creatorClara Rodrigues Alves Oliveirapt_BR
dc.creatorMilena Soriano Marcolinopt_BR
dc.creatorAdriana Silvina Paganopt_BR
dc.creatorRaquel Oliveira Pratespt_BR
dc.creatorElisa Cordeiro Praespt_BR
dc.creatorKícila Ferreguettipt_BR
dc.creatorHelena Vazpt_BR
dc.creatorZilma Silveira Nogueira Reispt_BR
dc.creatorLeonardo Bonisson Ribeiropt_BR
dc.creatorAntonio Luiz Pinho Ribeiropt_BR
dc.date.accessioned2024-03-14T22:21:18Z-
dc.date.available2024-03-14T22:21:18Z-
dc.date.issued2022-09-30-
dc.citation.volume10pt_BR
dc.citation.spage1pt_BR
dc.citation.epage16pt_BR
dc.identifier.doihttps://doi.org/10.2196/43135pt_BR
dc.identifier.issn2292-9495pt_BR
dc.identifier.urihttp://hdl.handle.net/1843/65887-
dc.description.resumoBackground: The potential of chatbots for screening and monitoring COVID-19 was envisioned since the outbreak of the disease. Chatbots can help disseminate up-to-date and trustworthy information, promote healthy social behavior, and support the provision of health care services safely and at scale. In this scenario and in view of its far-reaching postpandemic impact, it is important to evaluate user experience with this kind of application. Objective: We aimed to evaluate the quality of user experience with a COVID-19 chatbot designed by a large telehealth service in Brazil, focusing on the usability of real users and the exploration of strengths and shortcomings of the chatbot, as revealed in reports by participants in simulated scenarios. Methods: We examined a chatbot developed by a multidisciplinary team and used it as a component within the workflow of a local public health care service. The chatbot had 2 core functionalities: assisting web-based screening of COVID-19 symptom severity and providing evidence-based information to the population. From October 2020 to January 2021, we conducted a mixed methods approach and performed a 2-fold evaluation of user experience with our chatbot by following 2 methods: a posttask usability Likert-scale survey presented to all users after concluding their interaction with the bot and an interview with volunteer participants who engaged in a simulated interaction with the bot guided by the interviewer. Results: Usability assessment with 63 users revealed very good scores for chatbot usefulness (4.57), likelihood of being recommended (4.48), ease of use (4.44), and user satisfaction (4.38). Interviews with 15 volunteers provided insights into the strengths and shortcomings of our bot. Comments on the positive aspects and problems reported by users were analyzed in terms of recurrent themes. We identified 6 positive aspects and 15 issues organized in 2 categories: usability of the chatbot and health support offered by it, the former referring to usability of the chatbot and how users can interact with it and the latter referring to the chatbot’s goal in supporting people during the pandemic through the screening process and education to users through informative content. We found 6 themes accounting for what people liked most about our chatbot and why they found it useful—3 themes pertaining to the usability domain and 3 themes regarding health support. Our findings also identified 15 types of problems producing a negative impact on users—10 of them related to the usability of the chatbot and 5 related to the health support it provides. Conclusions: Our results indicate that users had an overall positive experience with the chatbot and found the health support relevant. Nonetheless, qualitative evaluation of the chatbot indicated challenges and directions to be pursued in improving not only our COVID-19 chatbot but also health chatbots in general.pt_BR
dc.format.mimetypepdfpt_BR
dc.languageengpt_BR
dc.publisherUniversidade Federal de Minas Geraispt_BR
dc.publisher.countryBrasilpt_BR
dc.publisher.departmentFALE - FACULDADE DE LETRASpt_BR
dc.publisher.departmentICX - DEPARTAMENTO DE CIÊNCIA DA COMPUTAÇÃOpt_BR
dc.publisher.departmentMED - DEPARTAMENTO DE CLÍNICA MÉDICApt_BR
dc.publisher.initialsUFMGpt_BR
dc.relation.ispartofJMIR Hum Factorspt_BR
dc.rightsAcesso Abertopt_BR
dc.subjectUser experiencept_BR
dc.subjectChatbotspt_BR
dc.subjectTelehealthpt_BR
dc.subjectCOVID-19pt_BR
dc.subjectHuman-computer interactionpt_BR
dc.subjectHCIpt_BR
dc.subjectEmpirical studies in human-computer interactionpt_BR
dc.subjectEmpirical studies in HCIpt_BR
dc.subjectHealth care information systemspt_BR
dc.subject.otherInteração homem-máquinapt_BR
dc.subject.otherCuidados médicospt_BR
dc.subject.otherTelemática médicapt_BR
dc.subject.otherTelecomunicação em medicinapt_BR
dc.titleEvaluating user experience with a chatbot designed as a public health response to the Covid-19 pandemic in Brazil: a mixed-methods studypt_BR
dc.typeArtigo de Periódicopt_BR
dc.identifier.orcidhttps://orcid.org/0000-0002-8571-3135pt_BR
dc.identifier.orcidhttps://orcid.org/0000-0003-0149-9731pt_BR
dc.identifier.orcidhttps://orcid.org/0000-0002-7848-3183pt_BR
dc.identifier.orcidhttps://orcid.org/0000-0002-9437-2344pt_BR
dc.identifier.orcidhttps://orcid.org/0000-0003-4278-3771pt_BR
dc.identifier.orcidhttps://orcid.org/0000-0002-3150-3503pt_BR
dc.identifier.orcidhttps://orcid.org/0000-0002-7128-4974pt_BR
dc.identifier.orcidhttps://orcid.org/0000-0001-6495-993Xpt_BR
dc.identifier.orcidhttps://orcid.org/0000-0002-1919-0073pt_BR
dc.identifier.orcidhttps://orcid.org/0000-0001-6374-9295pt_BR
dc.identifier.orcidhttps://orcid.org/0000-0001-9035-0722pt_BR
dc.identifier.orcidhttps://orcid.org/0000-0002-0364-3584pt_BR
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