Usability factors influencing the continuance intention of disaster apps: A mixed-methods study

Mobile apps have the potential to aid disaster response by providing an avenue to distribute relevant and time-critical information to the public. Disaster apps already exist in the app markets. However, it is a challenge to engage users in retaining disaster apps on their smartphones. A mixed-methods approach is used in this study to investigate whether usability factors affect users' intention to continue to use an app (referred to here as continuance intention). First, quantitative methods, applying structural equation modelling with survey data from 271 disaster app users, tested a usability–continuance model. Second, a qualitative usability inquiry, using in-depth interviews with 18 participants, explored the users' insights of the relationships identified from the quantitative modelling. The results showed five usability factors to have significant influence on continuance intention. The key positive influencers are (1) users’ perceptions as to whether the app delivers its function (app utility); (2) whether it does so dependably (app dependability); and (3) whether it presents information that can be easily understood (user-interface output). Subsequently, too much focus on (4) user-interface graphics and (5) user-interface input can discourage continuance intention. The insights from the qualitative inquiry provide further meaning and context to these relationships. The results have practical implications for designers and developers, guiding what factors to focus on to enhance the continuance intention of disaster apps.