Table 5.

Themes and codebook: older adults’ likes and dislikes about chatbots.

Micro category	# of codes	Definition	Illustrative examples
Macro Category: User Descriptors
Ease-of-use	157	Discussion of ease of filling out the health form, including being simple, clear, straightforward, concise, efficient, user friendly, and intuitive.	“Seemed easy and straightforward to use.”
Completion time	48	Statements related to how long it took to complete the health form.	“It was quick to take my answer and move on.”
Humanness	28	Reference to chatbot feeling personable or impersonal.	“It was just like chatting with a human”
Positive Experiences	22	Comments about the overall positive experience (e.g., interactive, engaging, fun, nice, pleasant, friendly).	“I liked the “friendliness” of the dokbot.”
Macro Category: Interface Quality
Design	50	Design or formatting of the chatbot interface.	“The screen was a little too little.”
Navigation	43	Transitions between questions and overall cadence of the interaction.	“Advances automatically after answering.”
Technology Experience	25	Technology-related experiences or problems.	“It didn't always advance automatically. Sometimes it showed the answers, but the question was obscured, by the previous question, so I had to advance it using the scroll bar.”
Actionable Suggestions	23	Improvement suggestions for the chatbot interface or survey.	“If I needed to change an answer, I could not go back through the form.”
Comparison with other data collection approaches	19	Comparison of chatbot experience to other survey intake formats (e.g., online form, pen and paper, doctor, etc).	“Much easier than filing [sic] out forms by hand and it is rather fun.”
Progress	19	Progress updates and motivating statements such as “Great job!”.	“It wasted a little time with some greats or just a few more questions. I would rather just see a progress bar or % completion”
Privacy	15	Discussion of feelings of safety (or lack of) when answering questions and providing personal health information.	“I'm always a little hesitant to provided [sic] personal or medically related information online to someone I don't know. Prefer in-person or on the phone in those type of matters. Otherwise I had no issues with the dokbot.”
Macro Category: Miscellaneous
Survey Specific	85	Comment specific to the survey completed in the study, not related to chatbot delivery	“Questions about my living situation and health”