User feedback on the NHS test & Trace Service during COVID-19: The use of machine learning to analyse free-text data from 37,914 England adults.

ABSTRACT:

Objectives

The UK government's approach to the pandemic relies on a test, trace and isolate strategy, mainly implemented via the digital NHS Test & Trace Service. Feedback on user experience is central to the successful development of public-facing Services. As the situation dynamically changes and data accumulate, interpretation of feedback by humans becomes time-consuming and unreliable. The specific objectives were to 1) evaluate a human-in-the-loop machine learning technique based on structural topic modelling in terms of its Service ability in the analysis of vast volumes of free-text data, 2) generate actionable themes that can be used to increase user satisfaction of the Service.

Methods

We evaluated an unsupervised Topic Modelling approach, testing models with 5-40 t

SUBMITTER: Bondaronek P 

PROVIDER: S-EPMC10719408 | biostudies-literature | 2023 Dec

REPOSITORIES: biostudies-literature