User dissatisfaction with a mental health application: Insights from Google Reviews

Abstract

Background: The increasing reliance on digital health solutions, particularly mental health applications, has the potential to revolutionise mental health management by offering accessible and scalable interventions. However, there are barriers to adoption and effectiveness. Objectives: This study aimed to identify factors contributing to user dissatisfaction with mental health applications. Method: A qualitative case study using more than 1600 Google reviews was conducted. A thematic analysis of user feedback was conducted, focusing on dissatisfaction, negative experiences and technical issues across application features, data management, health management, quality, user experience and well-being. The data were coded and analysed for patterns and co-occurrences among these categories. Results: Application quality, user experience and technical reliability were the most significant factors influencing dissatisfaction. Common technical issues, including crashes and poor interface design, negatively affected user engagement and reduced the applications’ effectiveness in supporting mental health management. Although some users reported improvements in well-being, technical challenges frequently offset these. Conclusion: The findings emphasise the need for improved user-centred design, stable technical infrastructure and personalised features to enhance mental health applications. Addressing these issues can increase user satisfaction and the overall effectiveness of digital health interventions. Contribution: This study contributes to the growing body of literature on digital health. It provides insights for improving the design and functionality of mental health applications. This assists in meeting user needs better.