<jats:sec><jats:title>Introduction</jats:title><jats:p> There is sufficient evidence about the effectiveness of internet-based interventions; however, the users’ level of adoption and utilization remains low, with this phenomenon requiring adequate explanation. </jats:p></jats:sec><jats:sec><jats:title>Objective</jats:title><jats:p> The aim of this qualitative study was to explore the users’ perceptions and experience of a web-based program (ASCENSO), designed to complement (usual) in-person depression treatment. </jats:p></jats:sec><jats:sec><jats:title>Method</jats:title><jats:p> Twelve participants of the ASCENSO program, comprised of adult individuals ( M = 44.3, SD = 13.4) of both genders (67% women) undergoing treatment for depression, were interviewed through semi-structured interviews. The data obtained from these interviews were analyzed utilizing a constructivist grounded theory approach. The interviews were transcribed and analyzed by trained coders. A constant comparative analysis of emergent themes was conducted. </jats:p></jats:sec><jats:sec><jats:title>Results</jats:title><jats:p> These show that users employ and appreciate the program when their interaction with it emulates a “humanized relationship,” that is, when the program is proactive in assisting users with their requests and when it responds in a pertinent and individualized manner to their emotional states and needs. </jats:p></jats:sec><jats:sec><jats:title>Conclusions</jats:title><jats:p> Our findings highlight the challenges associated with the development of algorithms capable of attracting different potential users. These should be designed to generate a virtual relationship that emulates human interaction and targets the characteristics of each user, for example, considering the specific phenomenology of their health condition, their present emotional states, and perceived needs. Elements that will vary as mental symptomatology evolve. </jats:p></jats:sec>
