A Large-Scale Empirical Study of COVID-19 Contact Tracing Mobile App Reviews

TL;DR

This study analyzes user reviews of 35 COVID-19 contact tracing apps across different continents to identify common topics, concerns, and praises, providing insights to improve app development and user experience.

Contribution

It offers a large-scale empirical analysis of user feedback on COVID-19 contact tracing apps from multiple regions, highlighting prevalent issues and positive aspects.

Findings

Usability and performance issues are common across regions.

Privacy concerns are mainly reported in Australasia, North America, and Middle East.

Many users find the apps helpful for awareness of infection risks.

Abstract

Since the beginning of 2020, the novel coronavirus has begun to sweep across the globe. Given the prevalence of smartphones everywhere, many countries across continents also developed COVID-19 contract tracing apps that users can install to get a warning of potential contacts with infected people. Unlike regular apps that undergo detailed requirement analysis, carefully designed development, rigorous testing, contact tracing apps were deployed after rapid development. Therefore such apps may not reach expectations for all end users. Users share their opinions and experience of the usage of the apps in the app store. This paper aims to understand the types of topics users discuss in the reviews of the COVID-19 contact tracing apps across the continents by analyzing the app reviews. We collected all the reviews of 35 COVID-19 contact tracing apps developed by 34 countries across the globe. We group the app reviews into the following geographical regions: Asia, Europe, North America, Latin America, Africa, Middle East, and Australasia (Australia and NZ). We run topic modeling on the app reviews of each region. We analyze the produced topics and their evolution over time by categorizing them into hierarchies and computing the ratings of reviews related to the topics. While privacy could be a concern with such apps, we only find privacy-related topics in Australasia, North America, and Middle East. Topics related to usability and performance of the apps are prevalent across all regions. Users frequently complained about the lack of features, user interface and the negative impact of such apps on their mobile batteries. Still, we also find that many users praised the apps because they helped them stay aware of the potential danger of getting infected. The finding of this study is expected to help app developers utilize their resources to address the reported issues in a prioritized way.