Utilizing User Preferences in Designing the AGILE (Accelerating Access to Gender-Based Violence Information and Services Leveraging on Technology Enhanced) Chatbot
Abstract
:1. Introduction
2. Methods
2.1. Design and Recruitment of Participants
2.2. Data Collection
2.3. Data Validation and Analysis
2.4. Approval
3. Results
3.1. Functionality
3.1.1. Defining Chatbots
“I think a chatbot is a programmed robot. Let me put it like that. It is there to assist in case nobody is around to assist purely. So, like, for example, you wanted to call and talk to someone.”—FGDYW001-R4
“A chatbot is like a phone, but it has automated answers in which you ask questions concerning yourself or confidential questions which you can’t share with people out there, and then you get automated answers.”—FGDAGB003-R6
“A chatbot is a programmable AI (artificial intelligence) used to respond to people.”—FGDYW003-R2
3.1.2. Adolescent Experiences with Chatbots
“TIMS for NTSA. I used it to reapply for a new driver’s license.”—FGDYW003-R2
“I have used one from KUCCPS (Kenya Universities and Colleges Central Placement Service). I was inquiring about placement, so I registered, but it was delayed a bit, so I had to chat, and the chat was immediate; it wasn’t personal, meaning it was some chatbot.”—FGDAB003-R9
“I think the experience is good to some extent because you can get firsthand help before you go to… for example, the FLO chat before you visit a gynecologist, which we know is expensive. You can get a… the first hand like… it is a step. Like a step.”—FGDYW002-R1
“Annoying, due to the simple fact that occasionally some of the questions you may ask may be difficult to interpret, especially when you find maybe people have accents.”—FGDLGBTQ001-R1
3.1.3. Willingness to Use Chatbot
“It depends; it depends not at every time. But it depends.”—FGDYW001-R1
“Yes, I can use it because not everyone knows everything. It is there to help; it can help me with what I don’t know.”—FGDAGB002-R2
“It depends because of the efficiency… about the efficiency of the chatbot. Like, will I get the help I’m looking for? Will it be available? Will the response be what I’m looking for, or is this a robot that doesn’t understand? All these, yeah, the efficiency; it depends on the efficiency.”—FGDLGBTQ002-R3
3.1.4. Reduced Chances of Conflict or Disagreements Compared to Human Interactions
“Yes, I would use it; because of conflict, so many people don’t get along; I would like us to get along well.”—FGDAB003-R4
“Yes, I would use it because of the fear of talking to parents, you just use it, and they answer you directly.”—FGDAB003-R3
3.2. Personalisation
3.2.1. Confidentiality and Privacy
“I feel the AGILE platform is a good chatbot because you can be afraid to speak out, but it gives you an opportunity as you are alone, and it’s someone you can’t see; you get automated answers. So, you say everything you feel, every question you have been asking yourself, finding answers, and you won’t feel ashamed because no one will judge you outside. It will be confidential, so I feel it is good.”—FGDAB003-R6
“…I would use the chatbot because, when you look at the world nowadays, it is easier to talk to someone else you don’t know or doesn’t recognize you because of confidentiality, honesty, and trust. I might be talking to someone, and they chase some clout with it the minute we fall out. So, confidentiality is one of the key things that would make someone use a chatbot.”—FGDLGBTQ002-R4
3.2.2. Accuracy of the Information Provided
“Besides whatever they have said, I can use it… because of accuracy. I could have information about something, but that is not the exact information. I trust the chatbot that whatever it shows, there is something that has been researched, and it’s something that I can rely on. Also, confidentiality; some people don’t share anything with anyone. If something happens to them, they’d rather die with it, but they will never speak out. If there is this chatbot that I can type anything and it can give me almost a solution to my problem, I will relax.”—FGDAGB002-R4
3.2.3. Capacity to Address Existing Barriers to Healthcare
“I feel the AGILE platform is a good chatbot because you can be afraid to speak out, but it gives you an opportunity as you are alone, and it’s someone you can’t see; you get automated answers. So, you say everything that you feel, every question you have been asking yourself, find answers, and you won’t feel ashamed because no one will judge you outside. It will be confidential, so I feel it is a good thing.”—FGDAB003-R6.
“First of all, this chatbot will help prevent mental harassment to prevent trauma where you can’t speak to someone because of what happened to you. It will also prevent you from feeling lonely; at least it will assist you in that if you had thought of committing suicide, it will have made you feel comfortable.”—FGDAB003-R8.
3.3. Desired Content
3.3.1. Sexual and Reproductive Health
“Which is the best contraceptive to use? I had sex with a person of unknown status. What do I do? If someone gets a discharge, what would be the problem? I need to get pregnant, and I don’t know what to do?”—FGDYW001-R1
“Can I access information about fertility and where? Then maybe I am experiencing a certain kind of discharge; what could be the cause? How do I get help?”—FGDLGBTQ002-R4
“What types of contraceptives are available for same-sex partners? How do I use lube? How do I wear a female condom?”—FGDLGBTQ002-R4
3.3.2. Mental Health Information
“I think it needs first to understand my type of mental problem. Then, it needs to tell me what is mental to understand what is mental.”—FGDYW001-R1.
“I feel like you should give me a… it should refer me to somebody immediately.”—FGDYW001-R4
“So, my other point was: Is this chatbot just going to be on issues that are happening now, or can it be something that happened ten years ago, maybe when I was a child, and I now need help because maybe this thing is affecting me now and I didn’t know, but now that I am older, I can maybe trace that it is because of this thing that happened when I was younger?”—FGDLGBTQ002-R8
“What can someone do if they are feeling suicidal? What is mental health? What is mental GBV?”—FGDLGTQ002-R3
3.3.3. Help-Seeking Behaviors
“In case of rape, what procedures to follow to ensure I’m physically and mentally safe?”—FGDAGB002-R5
“Which hospital near me is queer-friendly? What safe ways can I and my partner indulge in matters? Any safe spaces around me? Are there support groups for GBV?…They should keep you safe; you have reported him, and he has been arrested. Maybe they take you from where you were living to somewhere else.”—FGDLGBTQ002-R4
3.3.4. Community and Family Conflict
“How can you finish conflicts in society? My family and I aren’t on good terms; what should I do?”—FGDAGB003-R4
How can I live with the people in the community? Will people love me again? FGDYW001-R10
Is the place you referred me safe for my community (sexual and gender minorities)? Can I sue my partner, as our community’s union is considered illegal? —FGDLGBTQ002-R2
Why am I queer? Did something happen during my childhood that made me this way? Is something wrong with me?—FGDLGBTQ002-R9
3.3.5. Exclusions
Distributing blame, e.g., asking dressing code or time? FGDYW003-R3
“One of the things I wouldn’t want to get in a chatbot is judgment because why would there be, ‘What did you do to get this?”—FGDLGBTQ002-R4
You know most people don’t like to click these links. So I wouldn’t say I want to click the links. Yeah, it will be okay if you can tell me the complete information there. But redirecting me to another path, it’s a lot”—FGDLGBTQ001-R7.
3.4. Usability and User Expectations
3.4.1. User Expectations
“Something that will engage us as young people. And something that will give us the correct information. Yeah, not just information just because it is information. But correct information, and it should be easy to access it.”—FGDLGBTQ002-R1
“I feel it should communicate in both English and Swahili because some people are not perfect in English. They will understand Swahili more.”—FGDAGB002-R10
“I feel the information should be brief, short, and clear. There is no need for abbreviations, emojis…It should have sympathy words so long as they are appropriate and it tells you…Some people are in a situation whereby they want to be told something to feel good. It will relax them.”—FGDAGB002-R8
“According to me, I feel they have put in a little time. 8–10 is little, even if it’s every day. Something might happen at 11 p.m. or 6 a.m. when you want to help and don’t want to wait until tomorrow. But they have said you call from 8–10, so I feel the time is not very appropriate.”—FGDAGB002-R9.
“I would like for this chatbot to have confidentiality, first of all. For example, I have asked a question about something, and it should give me an answer which I will feel satisfied.”—FGDAGB003-R2
3.4.2. Respondents’ Expectations from the AGILE Chatbot
“In case of rape, what are the right procedures to ensure you are both physically and mentally safe?”—FGDAGB002-R5
[The chatbot should provide information about] What precautions and procedures should a GBV survivor undertake to ensure they continue to live a normal lifestyle? When you have been raped, what are the steps to follow? Regarding domestic violence, is it normal?”—FGDAGB002-R6
[The following information] Do not shower, Do not wash the clothes, Give directions on what to do next, Refer the case, or connect me to the hotline. Call an emergency number.”—FGDAGB001-R6
“First, ask for the location—time of the incident. [then tell them] Do not shower. Go to the nearest health center and then go to the police station. Do you have anyone you can talk to? Go to the nearest police station so that they can refer you to the nearest health facility. It would be best if you kept the clothes for more investigation. The next question is if someone has been raped. It would help if you kept the clothes for more investigation. First, you should use polite language to approach the situation, e.g., sorry—the first precaution to take, e.g., not showering. Positive response, e.g., goes to the nearest police station and report. It would help if you visited the nearest health facility for more tests, e.g., HIV, pregnancy, etc. Seek guidance and counseling.”—FGDAGB001-R6
4. Discussion
5. Conclusions
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Acknowledgments
Conflicts of Interest
References
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Ngũnjiri, A.; Memiah, P.; Kimathi, R.; Wagner, F.A.; Ikahu, A.; Omanga, E.; Kweyu, E.; Ngunu, C.; Otiso, L. Utilizing User Preferences in Designing the AGILE (Accelerating Access to Gender-Based Violence Information and Services Leveraging on Technology Enhanced) Chatbot. Int. J. Environ. Res. Public Health 2023, 20, 7018. https://doi.org/10.3390/ijerph20217018
Ngũnjiri A, Memiah P, Kimathi R, Wagner FA, Ikahu A, Omanga E, Kweyu E, Ngunu C, Otiso L. Utilizing User Preferences in Designing the AGILE (Accelerating Access to Gender-Based Violence Information and Services Leveraging on Technology Enhanced) Chatbot. International Journal of Environmental Research and Public Health. 2023; 20(21):7018. https://doi.org/10.3390/ijerph20217018
Chicago/Turabian StyleNgũnjiri, Anne, Peter Memiah, Robert Kimathi, Fernando A. Wagner, Annrita Ikahu, Eunice Omanga, Emmanuel Kweyu, Carol Ngunu, and Lilian Otiso. 2023. "Utilizing User Preferences in Designing the AGILE (Accelerating Access to Gender-Based Violence Information and Services Leveraging on Technology Enhanced) Chatbot" International Journal of Environmental Research and Public Health 20, no. 21: 7018. https://doi.org/10.3390/ijerph20217018