ABSTRACT
Introduction: The COVID-19 pandemic increased public use of digital mental health technologies. However, little is known about changes in user engagement with these platforms during the pandemic. This study aims to assess engagement changes with a digital mental healthcare service during COVID-19. Methods: A cohort study based on routinely collected service usage data from a digital mental health support service in the United Kingdom. Returning users aged 14-25 years that interacted for a maximum of two months were included. The study population was divided into pre-COVID and COVID cohorts. Demographic and usage information between cohorts were compared and usage clusters were identified within each cohort. Differences were tested using Chi-squared, two-sample Kolmogorov-Smirnov tests and logit regressions. Results: Of the 624,103 users who joined the service between May 1, 2019, and October 1, 2021, 18,889 (32.81%) met the inclusion criteria: 5,048 in the pre-COVID cohort and 13,841 in the COVID cohort. The COVID cohort wrote more journals; maintained the same focus on messaging practitioners, posting discussions, commenting on posts, and having booked chats; and engaged less in writing journals, setting personal goals, posting articles, and having ad-hoc chats. Four usage profiles were identified in both cohorts: one relatively disengaged, one focused on contacting practitioners through chats/messages, and two broadly interested in writing discussions and comments within the digital community. Despite their broad similarities, usage patterns also exhibited differences between cohorts. For example, all four clusters had over 70% of users attempting to have ad-hoc chats with practitioners in the pre-COVID cohort, compared to one out of four clusters in the COVID cohort. Overall, engagement change patterns during the COVID-19 pandemic were not equal across clusters. Sensitivity analysis revealed varying strength of these defined clusters. Discussion: Our study identified changes in user activity and engagement behavior within a digital mental healthcare service during the COVID-19 pandemic. These findings suggest that usage patterns within digital mental health services may be susceptible to change in response to external events such as a pandemic. Continuous monitoring of engagement patterns is important for informed design and personalized interventions.
ABSTRACT
BACKGROUND: Public use of digital mental health technologies has informed several studies focusing on patterns of engagement within user-led digital support systems. General engagement with these services has increased since the start of the COVID-19 pandemic. However, to the best of our knowledge, this is the first study to explore how user engagement patterns with these platforms changed during the pandemic. METHODS: In this cohort study, we included individuals aged 14-25 years who signed up to the online mental health platform Kooth in the UK before the pandemic (May 1, 2019 to March 10, 2020) and during the pandemic (March 11, 2020 to Oct 31, 2021). Routinely collected usage data were assessed for consenting users who returned to Kooth at least once after sign-up. We used logistic regression to compare service component usage and overall engagement across cohorts. FINDINGS: 5048 individuals (mean sign-ups per day 9·0 [12·0]) were included in the pre-pandemic cohort and 13â841 (mean sign-ups per day 11·5 [13·9]) in the pandemic cohort, representing a significant increase in sign-ups per day during the pandemic compared with the pre-pandemic period (Welch's t-test p=0·0001). Compared with users pre-pandemic, users during the pandemic were less likely to have a drop-in chat with a practitioner (odds ratio [OR] 0·50 [95% CI 0·47-0·54], p<0·0001) but were more likely to journal (1·92 [1·77-2·07], p<0·0001) and comment on existing content (1·10 [1·03-1·18], p=0·008). Users who signed up to Kooth during the pandemic and requested a chat with a practitioner (7816 [56·5%] of 13 841 users) were also less likely to receive a chat than users who requested a chat pre-pandemic (3791 [75·1%] of 5048 users; OR 0·68 [0·63-0·74], p<0·0001). INTERPRETATION: During the COVID-19 pandemic, people with the ability and resources to access digital mental health support were diverted from face-to-face services to digital mental health services. This change might have resulted in an unmet need for drop-in practitioner chats, with users probably resorting to asynchronous support through community interaction or journaling. FUNDING: Kooth Digital Health.
