Mining mobile application reviews to inform the design of anonymous live counseling applications.

Mental health issues among American youth continue to increase. Technology integration and acceptance represent modern opportunities to provide more access to licensed professionals. School counselors are mental health experts in schools uniquely positioned to provide social and emotional support to students. However, not all students have access to a school counselor or another mental health professional. In 2018, Utah developed the SafeUT app to increase services provided by school counselors and licensed clinicians to students in the state. This free mobile app provides confidential, real-time crisis intervention through an anonymous live chat and confidential tip program. Although the number of tips continue to increase each year, little research explores the design principles influencing the user's experience of anonymous live counseling applications. This research in progress paper uses data mining techniques on app reviews from the SafeUT mobile application to explore the common themes relating to design principles. Our results may inform future research and improve the design of similar applications to increase students' access to counselors and the much-needed mental health services these professionals can provide. [ABSTRACT FROM AUTHOR]