BARRIERS TO AND FACILITATORS OF USER ENGAGEMENT WITH PSYCHOLOGICAL FIRST AID CHATBOT INTERVENTION: FEASIBILITY STUDY

Full-scale war of aggression upon Ukraine (February 2022 – ongoing) has affected millions of people (Poberezhets, 2022). Violence, forced displacement, participation in hostilities, loss of loved ones during military conflicts can directly increase the risk of mental disorders, namely post-traumatic stress disorder, depression and anxiety disorders, as well as significantly reduce the quality of life of victims (Grasser, 2022; Bü rgin et al., 2022). Psychological first aid (PFA) involves the provision of immediate support to survivors of violence and trauma in order to reduce stress, alleviate suffering and accelerate recovery (Figueroa et al., 2022). At the same time, the timing of providing PFA after exposure to a traumatic event plays an important role (Vermetten et al., 2020).The digital format of providing PFA can provide rapid, affordable, scalable and effective solution during war, when there is a limited mental health resources, including insufficient numbers of trained professionals, infrastructural gaps, and financial constraints (Mahmoud et al., 2022).

to assess the feasibility of a digital PFA micro intervention in chatbot during the golden hours and first months for the adult population of Ukraine affected by the war.

thematic analysis of users` feedback.

a total of 102,391 activated "Friend" PFA chatbot from the 1st of March 2022 to the 1st October 2023. The specifics of using a chatbot have been carried out through a detailed analysis of qualitative and quantitative users` feedback. 2,207 users were surveyed, most of whom (45.2%) gave it an “Excellent” rating, while another significant portion (39.3%) rated the bot as “Fair”. 9.3% of users rated the bot "Bad", 6.2% saw it as "Terrible". 1,557 written feedback were qualified as valuable reviews that were subjected to qualitative analysis. Factors extracted for coding were related to the end user, the program or content offered by the intervention, and the technology and implementation environment. Common barriers included severe mental health issues that hampered engagement, technical issues, and a lack of personalization. Common facilitators were social connectedness facilitated by the intervention, increased insight into health, and a feeling of being in control of one’ s own health.

User feedback analysis has been integrated to optimize and personalize the service. Conducting a feasibility study of user engagement with a digital tool is a proactive approach to ensure that the tool meets its intended purpose, resonates with the target audience, and provides a positive return on investment. It allows to make data-driven decisions, mitigate risks, and optimize the tool's design and functionality to enhance engagement and overall success.