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沙特阿拉伯的心理咨询应用程序：一项关于专家评估和用户观点的研究。

Psychological consultation apps in Saudi Arabia: A study for experts' evaluation and users' points of view.

作者信息

Albesher Abdulmohsen Saud, Alwahib Maymunah Faheem

机构信息

Department of Information Systems, College of Computer Sciences and Information Technology, King Faisal University, Hofuf, Saudi Arabia.

出版信息

PLoS One. 2025 Jul 23;20(7):e0329029. doi: 10.1371/journal.pone.0329029. eCollection 2025.

DOI:10.1371/journal.pone.0329029
PMID:40700412
原文链接:https://pmc.ncbi.nlm.nih.gov/articles/PMC12286377/
Abstract

Medical consultation applications (apps) have rapidly proliferated globally. One type of app is the psychological consultation app, which has made visiting doctors more convenient, particularly for individuals who feel embarrassed about consulting a psychiatrist. However, only a few researchers have examined the usability or user experience of such apps. This study aims to evaluate the user experience of psychological consultation apps in Saudi Arabia, specifically focusing on the usability aspects and user satisfaction of the apps "Labayh," "Estenarah," and "Mind." The research employs two methodologies: First, an expert evaluation using the SMART heuristic framework, developed to assess the usability of mobile apps by identifying usability issues based on established principles. Results from this method revealed that all three apps faced challenges, particularly in SMART 5 (Each interface should focus on one task) and SMART 10 (Cater for diverse mobile environments). Second, a sentiment analysis of user reviews from app stores was conducted, categorizing feedback into positive and negative reviews. User reviews were collected using Heedzy, an online tool designed for extracting reviews from mobile apps. Data cleaning was performed using Python libraries, which handled missing data and removed duplicate entries. Out of 459 reviews analyzed, 51% were negative, focusing primarily on general dissatisfaction and functionality issues, while 49% were positive, highlighting user appreciation and the innovative concept of online consultations. Specific findings indicated that the "Mind" app had significant usability concerns, receiving a severity rating of 70, with notable issues in error prevention and interface clarity. Recommendations for improvement include enhancing task-focused design, increasing adaptability for diverse mobile environments, and addressing user feedback to refine app functionalities. This research contributes valuable insights for designers aiming to improve the usability of psychological consultation apps in the region.

摘要

医疗咨询应用程序（应用）在全球范围内迅速激增。其中一种应用是心理咨询应用，它使看医生变得更加便捷，特别是对于那些因咨询精神科医生而感到尴尬的人。然而，只有少数研究人员研究过此类应用的可用性或用户体验。本研究旨在评估沙特阿拉伯心理咨询应用的用户体验，特别关注“Labayh”、“Estenarah”和“Mind”这三款应用的可用性方面和用户满意度。该研究采用了两种方法：第一，使用SMART启发式框架进行专家评估，该框架旨在通过根据既定原则识别可用性问题来评估移动应用的可用性。此方法的结果显示，所有三款应用都面临挑战，特别是在SMART 5（每个界面应专注于一项任务）和SMART 10（适应多样化的移动环境）方面。第二，对应用商店中的用户评论进行情感分析，将反馈分为正面和负面评论。使用Heedzy收集用户评论，Heedzy是一款用于从移动应用中提取评论的在线工具。使用Python库进行数据清理，处理缺失数据并删除重复条目。在分析的459条评论中，51%为负面，主要集中在总体不满和功能问题上，而49%为正面，突出了用户的赞赏和在线咨询的创新概念。具体结果表明，“Mind”应用存在重大可用性问题，严重程度评分为70，在错误预防和界面清晰度方面存在明显问题。改进建议包括加强以任务为中心的设计、提高对多样化移动环境的适应性以及处理用户反馈以完善应用功能。这项研究为旨在提高该地区心理咨询应用可用性的设计师提供了有价值的见解。

https://cdn.ncbi.nlm.nih.gov/pmc/blobs/6f6b/12286377/c1096faab246/pone.0329029.g003.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/6f6b/12286377/35e10de64288/pone.0329029.g001.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/6f6b/12286377/b6d234ba4dde/pone.0329029.g002.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/6f6b/12286377/c1096faab246/pone.0329029.g003.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/6f6b/12286377/35e10de64288/pone.0329029.g001.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/6f6b/12286377/b6d234ba4dde/pone.0329029.g002.jpg
https://cdn.ncbi.nlm.nih.gov/pmc/blobs/6f6b/12286377/c1096faab246/pone.0329029.g003.jpg

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本文引用的文献

[1]
Use and Perceptions of Mobile Mental Health Applications Among Healthcare Workers in Saudi Arabia: A Cross-Sectional Study.

J Nerv Ment Dis. 2025-1-1

[2]
Factors Associated with Mental Illness in a Primary Healthcare Setting in the Kingdom of Saudi Arabia: A Case-Control Study.

Healthcare (Basel). 2024-6-28

[3]
Heuristics used for evaluating the usability of mobile health applications: A systematic literature review.

Digit Health. 2024-5-15

[4]
Usability evaluation of mHealth apps for elderly individuals: a scoping review.

BMC Med Inform Decis Mak. 2022-12-2

[5]
A Review of Digital Health and Biotelemetry: Modern Approaches towards Personalized Medicine and Remote Health Assessment.

J Pers Med. 2022-10-5

[6]
A Mental Health Chatbot with Cognitive Skills for Personalised Behavioural Activation and Remote Health Monitoring.

Sensors (Basel). 2022-5-11

[7]
A Remote Patient-Monitoring System for Intensive Care Medicine: Mixed Methods Human-Centered Design and Usability Evaluation.

JMIR Hum Factors. 2022-3-11

[8]
Barriers and Facilitators to Mental Health Help-Seeking among Young Adults in Saudi Arabia: A Qualitative Study.

Int J Environ Res Public Health. 2022-3-1

[9]
Usability of Telemedicine Mobile Applications during COVID-19 in Saudi Arabia: A Heuristic Evaluation of Patient User Interfaces.

Healthcare (Basel). 2021-11-18

[10]
Selection of the Optimal Number of Topics for LDA Topic Model-Taking Patent Policy Analysis as an Example.

Entropy (Basel). 2021-10-3

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