JMIR Publications

ABSTRACT

Background:

For mobile app based COVID-19 contact tracing to be fully effective, a large majority of the population needs to be using the app on an on-going basis. However, there is a paucity of studies of users (as opposite to potential adopters) of mobile contact tracing apps and of their experiences.

Objective:

This study pursues the following research questions: (1) How do the users experience the app in their everyday contexts? (2) What drives the use of the app?

Methods:

Users of the New Zealand COVID Tracer app were approached via Facebook, and 34 users were interviewed. Interview transcripts were analysed using thematic analysis, using the unified theory of acceptance and use of technology (UTAUT) extended to include privacy concerns as an underlying conceptual framework.

Results:

Benefits of using the app to society in general were more salient to the participants than immediate health benefits to the individual. Use, however, depended on alert level, and tended to decline for many participants at low alert levels. Privacy considerations played little role in shaping adoption and use, even though the participants were highly aware of privacy discourse around the app. Participants were aware of the need for high levels of adoption and use of the app to control the pandemic. Attempts to encourage others to use the app were common, although not always successful.

Conclusions:

Appeals to civic responsibility are likely to drive the use of a mobile contact tracing app under the conditions of high threat. Under the likely scenario of COVID-19 remaining endemic and requiring on-going vigilance over the long term, other mechanisms promoting the use of mobile contact tracing apps may be needed, such as offering incentives. As privacy is not an important concern for many users, flexible privacy settings in mobile contact tracing apps allowing users to set their optimal levels of privacy may be appropriate.