@article{ee2b41fc-7dba-4462-a9a7-18b77e7bbf39,
  abstract     = {{<p>Conversational agents are increasingly being introduced in healthcare to enhance access to healthcare and address limited healthcare resources. The aim of this study was to explore experiences of a conversational agent for symptom checking and triage tool assessing the urgency and appropriate level of care implemented in public healthcare from a cognitive accessibility perspective. With a Participatory Action Research approach, this study includes: (1) A Participatory Cognitive Barrier Walkthrough in workshops with people with cognitive impairment (n = 7), product owner representatives (n = 4), and researchers (n = 5), followed by a workshop for improvement suggestions; (2) a paired interview with healthcare system specialists (n = 2). The data from the study were analyzed using reflexive thematic analysis, resulting in five themes: ‘The design of the eHealth service created expectations that were not met during interaction’; ‘The eHealth service uses a difficult language’; ‘The eHealth service triggers negative emotions and reactions’; ‘The layout and graphic design of the eHealth service is difficult and sometimes misleading’; and ‘The eHealth service lacks in trustworthiness’. The findings show the importance of including people with lived experience of cognitive impairment, to expose and find solutions for cognitive accessibility issues.</p>}},
  author       = {{Jonsson, Marika and Gustavsson, Catharina and Pettersson, Linda and Gulliksen, Jan and Johansson, Stefan}},
  issn         = {{0953-5438}},
  keywords     = {{Ehealth; interaction design; participatory action research; participatory design; process and methods; user evaluation}},
  language     = {{eng}},
  month        = {{07}},
  number       = {{1}},
  pages        = {{77--94}},
  publisher    = {{Oxford University Press}},
  series       = {{Interacting with Computers}},
  title        = {{A collaborative approach to the evaluation of cognitive accessibility of a conversational agent for public healthcare}},
  url          = {{http://dx.doi.org/10.1093/iwc/iwaf034}},
  doi          = {{10.1093/iwc/iwaf034}},
  volume       = {{38}},
  year         = {{2025}},
}