Usability Testing of a Social Media Chatbot for Increasing Physical Activity Behavior

Abstract

Digital interventions for increasing physical activity behavior have shown great potential, especially those with social media. Chatbots, also known as conversational agents, have emerged in healthcare in relation to digital interventions and have proven effective in promoting physical activity among adults. The study’s objective is to explore users’ experiences with a social media chatbot. The concept and the prototype development of the social media chatbot MYA were realized in three steps: requirement analysis, concept development, and implementation. MYA’s design includes behavior change techniques effective in increasing physical activity through digital interventions. Participants in a usability study answered a survey with the Chatbot Usability Questionnaire (CUQ), which is comparable to the Systems Usability Scale. The mean CUQ score was below 68, the benchmark for average usability. The highest mean CUQ score was 64.5 for participants who thought MYA could help increase their physical activity behavior. The lowest mean CUQ score was 40.6 for participants aged between 50 and 69 years. Generally, MYA was considered to be welcoming, very easy to use, realistic, engaging, and informative. However, some technical issues were identified. A good and diversified user experience promotes prolonged chatbot use. Addressing identified issues will enhance users’ interaction with MYA.