Tsoi Emily W S, Mak Winnie W S, Ho Connie Y Y, Yeung Gladys T Y
Department of Psychology, The Chinese University of Hong Kong, Shatin, NT, China (Hong Kong).
New Life Psychiatric Rehabilitation Association, Kowloon, China (Hong Kong).
JMIR Hum Factors. 2022 May 13;9(2):e35057. doi: 10.2196/35057.
TourHeart, a web-based stratified stepped care mental health platform, is a one-stop solution that integrates psychoeducation and other well-being promotional tools for mental health promotion and mental illness prevention and evidence-based, low-intensity psychological interventions for the treatment of people with anxiety and depressive symptoms. Instead of focusing only on symptom reduction, the platform aims to be person-centered and recovery-oriented, and continual feedback from stakeholders is sought. Understanding the perspectives of users and service providers enables platform developers to fine-tune both the design and content of the services for enhanced service personalization and personal recovery.
This qualitative study evaluated a web-based mental health platform by incorporating the perspectives of both users and service providers who administered the platform and provided coaching services. The platform included both web-based and offline services targeting adults along the mental health spectrum based on the two-continua model of mental health and mental illness.
Interview questions were designed based on the Reach, Effectiveness, Adoption, Implementation, and Maintenance framework (RE-AIM). Views on offline services, the design of the web-based platform, user experience, and the contents of the platform were explored using semistructured interviews. A total of 27 service users and 22 service providers were recruited using purposive criterion sampling. A hybrid thematic analysis was performed to identify salient aspects of users' and providers' experiences with and views of the platform.
Totally, 3 broad themes (namely, the quality of the platform, drivers for platform use, and coaching services) emerged from the interview data that highlighted users' views of and experiences with the web-based platform. The platform's general esthetics, operations, and contents were found to be critical features and drivers for continued use. Although coaching services were indispensable, participants preferred the autonomy and anonymity associated with web-based mental health services.
This study highlights the importance of web-based mental health services being easy to navigate and understand, being user-centric, and providing adequate guidance in self-help. It also confirms existing design standards and recommendations and suggests that more rigorous, iterative user experience research and robust evaluation should be conducted in the future adaptation of web-based stratified stepped care services, so that they can be more personalized and better promote personal recovery.
TourHeart是一个基于网络的分层阶梯式心理健康平台，是一种一站式解决方案，整合了心理健康促进和精神疾病预防的心理教育及其他健康促进工具，以及用于治疗焦虑和抑郁症状患者的循证、低强度心理干预措施。该平台并非仅专注于症状减轻，而是以患者为中心、以康复为导向，并寻求利益相关者的持续反馈。了解用户和服务提供者的观点能够使平台开发者对服务的设计和内容进行微调，以增强服务个性化和个人康复效果。
本定性研究通过纳入管理该平台并提供指导服务的用户和服务提供者的观点，对一个基于网络的心理健康平台进行评估。该平台基于心理健康和精神疾病的双连续体模型，针对心理健康范围内的成年人提供基于网络和线下的服务。
基于可及性、有效性、采用率、实施情况和维持情况框架（RE-AIM）设计访谈问题。通过半结构化访谈探讨对线下服务、基于网络的平台设计、用户体验和平台内容的看法。采用目的抽样法共招募了27名服务用户和22名服务提供者。进行混合主题分析以确定用户和提供者对该平台的体验及看法的突出方面。
访谈数据共产生了3个广泛的主题（即平台质量、平台使用驱动因素和指导服务），突出了用户对基于网络的平台的看法和体验。平台的总体美学、操作和内容被认为是持续使用的关键特征和驱动因素。尽管指导服务不可或缺，但参与者更喜欢基于网络的心理健康服务所具有的自主性和匿名性。
本研究强调了基于网络的心理健康服务易于操作和理解、以用户为中心以及在自助方面提供充分指导的重要性。它还证实了现有的设计标准和建议，并表明在未来基于网络的分层阶梯式护理服务的适配中，应进行更严格、迭代的用户体验研究和有力评估，以便它们能更具个性化并更好地促进个人康复。
