Usability Assessment of Conversational Agents in Healthcare: A Literature Review

Denecke, Kerstin; May, Richard (2022). Usability Assessment of Conversational Agents in Healthcare: A Literature Review In: Séroussi, B.; Dhombres, F.; Grouin, C.; Liebe, J.-D.; Pelayo, S.; Pinna, A.; Rance, B.; Sacchi, L.; Ugon, A.; Benis, A.; Gallos, P. (eds.) Proceedings of MIE 2022: Challenges of Trustable AI and Added-Value on Health. Studies in Health Technology and Informatics: Vol. 294 (pp. 169-173). IOS Press 10.3233/SHTI220431

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Conversational agents (CA) are chatbot-based systems supporting the interaction with users through text, speech, or other modalities. They are used in an increasing number of medical use cases. Even though usability is considered a prerequisite for the success of mHealth apps using CA, there is still no standard procedure to study usability of health CA. In this paper, we report the results from a systematic literature review aiming at identifying study designs, tools, and metrics used to assess usability in health CA. We searched three bibliographic databases (PubMed, Scopus, IEEE Xplore) for papers reporting on CA in healthcare to extract information on the usability assessment of those CA. From 273 retrieved results, we included 66 papers for full text review. 34 of them reported on usability assessments. A broad range of tools is used (e.g. SUS, UEQ), but also individual questionnaires are exploited. The examined studies use scenario-based setups but assess also real-world usage. Exploratory setups are rarely reported. Due to the differences in the study designs and assessment tools, it is impossible to compare usability among CA. Thus, we recommend to develop a standardised procedure that can be always applied and which can be enriched by assessments needed for evaluating usability of CA-specific features.

Item Type:

Book Section (Book Chapter)

Division/Institute:

School of Engineering and Computer Science > Institut für Medizininformatik I4MI
School of Engineering and Computer Science
BFH Centres > BFH centre for Health technologies

Name:

Denecke, Kerstin;
May, Richard;
Séroussi, B.;
Dhombres, F.;
Grouin, C.;
Liebe, J.-D.;
Pelayo, S.;
Pinna, A.;
Rance, B.;
Sacchi, L.;
Ugon, A.;
Benis, A. and
Gallos, P.

Subjects:

R Medicine > R Medicine (General)
T Technology > T Technology (General)

ISBN:

9781643682846

Series:

Studies in Health Technology and Informatics

Publisher:

IOS Press

Language:

English

Submitter:

Kerstin Denecke

Date Deposited:

13 Jun 2022 10:58

Last Modified:

22 Jun 2022 09:15

Publisher DOI:

10.3233/SHTI220431

Uncontrolled Keywords:

Conversational agents, usability, evaluation, chatbot, healthcare

ARBOR DOI:

10.24451/arbor.17018

URI:

https://arbor.bfh.ch/id/eprint/17018

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