Exploring user experiences in a digital mental health app through qualitative thematic analysis

In the recent times, the field of mental health is witnessing rolling out of digital mental health applications (apps) as a newer medium of mental health support, particularly for young adults navigating academic and life transitions. There are number of mental health apps being launched but survival and effectiveness of apps depend on various factors. As per few research studies on mental health applications, apps such as Wysa, Woebot, Talkspace, Headspace, etc. are performing well in this field. Whereas, some apps are unable to suffice the set purpose to the benefit of the users. Moreover, these apps are reaching to the people who are well versed with digital technology but leaving behind the ones unfamiliar or less familiar with the digital ecosystem. In some cases, these apps are also the first point of contact further powered by Artificial Intelligence integration. It would be of interest to understand that how these apps are being viewed by the users. As users provide important insight into the app features and effectivity to relieve their distress. Users' experiences are key to transform the mental health apps which is a viable option to narrow down the service demand and supply gap. Quality, effectivity with ethical standards are important area of current study as these apps are seen as feasible medium to combat diverse and growing mental health needs.

This study aims to explore user experiences, perceptions, and reported benefits and challenges associated with a digital mental health application by conducting a qualitative thematic analysis of publicly available user reviews.

This study used a user-led approach to analyze reviews (n = 3249) of the mental health app Amaha posted on the Google Play Store over a 3 years period to discover determinants for engagement and helpfulness in digital mental health. Amaha, was created in 2016 by an Indian team operating as a private entity, and offers to provide free with in app purchases mental health support to 18 and above individuals in India and with free primary information and education on mental health but advanced support comes with in-app purchase features and plans. The reported user experience was categorized and assessed into the fundamental domains of acceptability, usability, utility, and integration through the analysis of keywords in the user feedback. Along with identifying the app's main merits and shortcomings, the study also looked at the prominent features of the user types giving important information on characteristics of people accessing digital mental health care.

The analysis consisted of 3249 reviews from the year 2022 to 2025, out of which 2764 were positively rated reviews and 363 were negatively rated. The app's acceptability was demonstrated by its interactive design, entertaining exercises, and Chatbot conversational skills; its usability was emphasized by its non-judgmental nature and ease of talking. Themes including cognitive restructuring activities, easy access, and mental health enhancement demonstrated the app's value. Users' desire for the app's integrated features was highlighted by themes of privacy and confidentiality. However, affordability of the app and technical glitches were discouraging factors to using the application. Subsequent investigation identified typically four main emerging patterns in users including people communicating symptoms of depression, anxiety, stress or loneliness.

As digital platforms are transforming mental health care, it is imperative to ensure that these tools foster genuine care and support in addition to providing scientifically sound psychological interventions, especially in low-resource settings. Knowing how users interact with Digital mental health apps is essential to understand people's expectations and nature of app usage. By offering insights that may benefit users, mental health professionals, and app developers this research advances the field of digital therapeutic solutions and brings out the trust factors and challenges in affordability of the private run mental health apps. The findings may hold important implications for universities and educational institutions exploring scalable and accessible mental health support systems for students in hybrid and post-pandemic learning environments.