Usability and desirability of a hearing health chatbot: an explorative study

Abstract

Objective: This study explored the usability and desirability of an AI-driven chatbot designed to support adults with hearing loss. Design: A mixed-methods exploratory study was conducted, incorporating mobile analytics, in-app feedback, and qualitative interviews. A prototype AI-driven chatbot was developed using GPT Creator and integrated into a simple app interface. Participants used the chatbot over a 2-week period, with their interactions and feedback recorded for analysis. Study sample: Ten adults with hearing loss (mean age: 58.6 years, SD = 8.7) participated in the study. Results: Participant individual chatbot usage ranged from one to eight interactions. Key areas of inquiry included hearing aid functionality, tinnitus management, and audiologist-related concerns. The chatbot was perceived as user-friendly and useful for basic support, but experienced users desired more personalised responses. Suggested improvements included conversation memory, better handling of multiple questions, and enhanced voice-to-text functionality. Conclusions: This study provides preliminary evidence that AI-driven chatbots may offer valuable support for adults with hearing loss. While usability and desirability were generally favourable, enhancements in personalisation and accessibility are needed to improve engagement and long-term adoption. Future iterations should incorporate user-centred refinements to maximise the chatbot’s effectiveness in hearing health management.