User Reception of AI-enabled mHealth Apps: The Case of Babylon Health.

The proliferation of new technologies empowered by AI offer countless opportunities to improve the current healthcare system. Medical AI already enhances doctors and improves the quality of care provided. Understanding patients’ perspectives is paramount to a successful implementation of AI-systems. Despite this, few studies to date have explored the adoptability of these products for patients. Yet, studying patients’ reception of mHealth from a user experience (UX) standpoint would enable practitioners to boost adoption rates and thusly accelerate the shift towards smart healthcare. Using an experimental design to compare consumers’ reluctances and affinities towards a non-AI product and towards an AI product unveils discrepancies between users’ perceptions of product qualities. Furthermore, it highlights issues requiring further research to be properly addressed and ultimately results in a deeper understanding of this crucial, yet neglected, subject.