Beyond the Numbers
Even when many residents have downloaded an app or turned on this switch in their iPhone settings, the system still needs to be operated properly in order to make a difference in covid cases. So we also tried to understand how people used the systems.
A recent study found that Americans are hesitant to trust digital contact tracing technology. However, this finding was based on surveys conducted before most states even launched their apps. As an indicator of public attitude toward US state apps, MIT Technology Review retrieved and analyzed app reviews from the Google Play Store. We only looked at Google Play reviews (from Android users) to get the most recent and consistent data. (Most iPhone users can now enable notifications without downloading an app.)
Looking at app reviews is not a perfect system. Users who chose to review their state’s app are not a representative sample of the population activating EN. Rather, it’s users who want to share strong opinions about the technology.
However, here is what we found:
- Most state applications have average ratings between 3 and 4.
- Michigan has the lowest score, at 2.6.
- DC, California, New York, Delaware and Massachusetts have the highest scores, above 4.
Many 1-star reviewers seemed to misunderstand how their state’s app works, didn’t trust the technology, or were unable to understand how the app fit into the broader public health system. This indicates that, for many Americans, the app was not doing its job even though it was technically in use.
Lessons from negative reviews
The lackluster reviews provide insight into common issues and misconceptions the digital contact tracing system has faced.
Small glitches made a big difference.
Time and time again reviewers have said they got it wrong by needing an activation code. To help protect privacy, when you test positive for covid, you do not enter your name or other identifying details into the app: instead, you enter a string of numbers that your public health department gives you. Some reviewers report that they don’t know where to get an activation code after testing positive or encountering error messages. We heard about this issue from developers in other countries.
Some US states and other countries have simplified the process by automating how a code is sent, but in many cases users have to wait for a contact tracer to call them. This waiting period can reduce trust in the technology and significantly slow down digital contact tracing.
“Trust” isn’t just about the app itself. It’s wider than that.
Many app reviewers are also wary of new technology, government, or both. A Pew Research Center survey conducted in July 2020 found that 41% of Americans are unlikely to speak with a public health official by phone or text, and 27% said they would not be comfortable speaking with a public health official. share recent contact names – the two key elements of the contact tracing process.
Digital contact tracing faces similar challenges. Some critics were so keen on protecting their privacy that they came to the pages of their state app to brag about their refusal to download this technology. Many echoed the sentiments of this reviewer from Pennsylvania: “Open access to my wifi, GPS and Bluetooth? Sinister. No thanks, Harrisburg.
Low usage creates a downward spiral of mistrust.
A crucial aspect of digital contact tracing is that you need participation for it to work – at least 15% of the community, but preferably much more. When people don’t participate, the chances of getting a match are lower, even if covid levels are high, and so the system probably won’t send alerts to the small number of people who do enable exposure notifications.
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