Accepted for/Published in: JMIR Formative Research
Date Submitted: May 27, 2022
Date Accepted: Aug 9, 2022
Comparing professional and consumer ratings of mental health apps: A mixed-methods study
ABSTRACT
Background:
As the number of mental health apps grows, increasing efforts have focused on establishing quality tailored reviews. These reviews prioritise clinician and academic views rather than those who use them, particularly those with lived experience of mental health difficulties.
Objective:
To understand the opinions of people with mental health difficulties on mental health apps, and how they differ from established ratings by professionals.
Methods:
A mixed-methods study using an online survey administered between December 2020 and April 2021, assessing 11 mental health apps. We recruited individuals who had experienced mental health problems to download and use three apps for three days and complete a survey. The survey consisted of the One Mind PsyberGuide Consumer Review Questionnaire, and two items from the Mobile App Rating Scale (star and recommendation ratings from 1-5). The consumer review questionnaire contained a series of open-ended questions which were thematically analysed and, using a pre-defined protocol, converted into binary (positive/negative) ratings and compared with professionals’ app ratings and to star ratings from the app stores.
Results:
We found low agreement between participants and professionals’ ratings. Over half were disagreements between participants and professionals (198/372; 53.23%). Compared to participants, professionals gave the apps higher star ratings (3.58 vs. 4.56) and were more likely to recommend the apps to others (3.44 vs. 4.39). Participants’ star ratings were weakly positively correlated with app store ratings (r = 0.32, p < .05). The thematic analysis found eleven themes including issues of user experience, ease of use and interactivity, privacy concerns, customisation, and integration with daily life.
Conclusions:
As professionals’ reviews differ from those with lived experience of mental health problems, app rating measures must include the perspectives of mental health service users to ensure ratings represent their priorities.
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