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