"I Felt Very Seen, But Still Very Alone": Longitudinal Trajectories of General-Purpose LLM Use for Socioemotional Support
TL;DR
It is argued that HCI researchers and designers should account for users'histories with their chatbots and broader care ecologies when evaluating AI systems over time and introducing updates that may disrupt established sources of support.
Abstract
People increasingly use general-purpose chatbots such as ChatGPT, Claude, and Gemini for mental health and emotional support. We report a multi-stage longitudinal qualitative study of 18 U.S. adults, conducted from April to December 2025, combining initial interviews, a four-week diary study, focus groups, and exit interviews. We find that socioemotional use often emerged gradually out of practical use and when other forms of support were unavailable. Participants developed routines and boundaries around chatbot use, which were disrupted by model updates, evolving public discourse about AI harms, and changes in personal circumstances. We demonstrate how longitudinal study captures factors beyond the human-AI dyad, and argue that HCI researchers and designers should account for users'histories with their chatbots and broader care ecologies when evaluating AI systems over time and introducing updates that may disrupt established sources of support.
