Table 7.

Pain points and opportunities to improve the platform flow.

	User feedback	Implications
Welcome screens and registration	Like the visual designs and find the quotes meaningful	Keep using and make good use of the graphics in various pages
Chatbot	Interactive and caring as if talking to a real person A few find chatbot mechanical or nonhuman like	Though the attitudes toward chatbot may vary among users, the interactive and caring impression could be further amplified in chatbot dialogue design
Mental health assessment	Perceived the 16 items of PHQa-9 and GADb-7 being too basic to identify one’s mental state, hence may not be too reliable or useful Some find that the assessment is too long Perceived it as professional but some expects to see references to increase its reliability Convenient and efficient to complete the assessment	More information and references about PHQ and GAD could be added in the dialogue to enhance professionalism and credibility The importance and purpose of taking the assessment could also be highlighted before the assessment to motivate users to complete the 16 questions

^aPHQ: Patient Health Questionnaire.

^bGAD: Generalized Anxiety Disorder.