Table 2.
Frequency of the identified themes (n = 559; see Supplementary Material 2.3 for the breakdown of each theme into its codes and code frequencies).
| Theme | Description of the theme | Example review | Frequency, n (%) |
|---|---|---|---|
| Performance | Refers to the quality of the screening and/or diagnostic assessment and results included within the app as well as the fit to app purpose (i.e., if the app is detrimental to mental health) | “Awesome apI. You learn a lot about yourself through all of the tests they have available.” [R134] | 231 (41.40) |
| Functionality | Includes app features related to usability (i.e., ease of navigation), visual appeal, and technical issues | “This update sucks. You have to search for the im feeling. When”m having a hard time that makes it worse. I do”t whos feedback was used but that was not a good idea.” [R269] | 219 (39.25) |
| Therapeutic alliance and treatment | Includes app features which offer the user the ability to connect with a clinician (i.e., find a local therapist, video call with a therapist) or a treatment intervention (i.e., self-administered cognitive behavioral therapy) | “Amazing app lessons in CBT section worked to change my life.” [R80] | 140 (25.09) |
| Additional features and engagement style | Includes non-treatment-related additional in-app features other than the mental health screening and/or diagnostic assessment (i.e., tracking or logging of mood). Also includes features designed to increase engagement with the app (i.e., reminders to use the app) | “This app is amazing it helps me to keep track of how”m feeling so her”s a 5 star review!!:-)” [R165] | 114 (20.43) |
| Accessibility | Related to the ease of accessing the app content including a paywall, cost, and inclusivity | “Was perfect back when it was usable. Now every is behind a 100 buck a year paywall. Absolutely heartbreaking and has actively damaged my mental health progress.” [R218] | 103 (18.46) |
| Information quality | Either poor (i.e., in-accurate) or high (i.e., detailed) quality of the information provided within the app | “Wonderful read and great info..So thankful to the author for writing this.” [R87] | 51 (9.14) |
| Customer service | Includes the quality of customer service provided by the app team and requests for additional app features within the app reviews | “Unable to install application. It gives error. Tried callingriesterr but no response.” [R98] | 38 (6.81) |
| Language | Either poor (i.e., offensive) or high (i.e., professional) quality of language used within the app | “Horrible app! So many misspellings, I could”t count them all! The“resul” of your tests make no sense, and you HAVE TO upgrade to get any information.” [R222] | 25 (4.48) |
| Advertisements (adverts) | The presence of advertisements (adverts) within the app | “There are quite a few ads, but overall it was enjoying” [R74] | 21 (3.76) |
| Concerns related to privacy and security | User concerns related to the privacy/security or terms and conditions of the app (i.e., requests for unnecessary data) | “Suspicious App Permission RequirementI. Why do you need access to my gallery? Why do you need to know my exact gps location?” [R184] | 6 (1.08) |