A case study of post-deployment user feedback triage

Andrew J. Ko, Michael J. Lee, Valentina Ferrari, Steven Ip, Charlie Tran

Research output: Chapter in Book/Report/Conference proceedingConference contribution

18 Scopus citations

Abstract

Many software requirements are identified only after a product is deployed, once users have had a chance to try the software and provide feedback. Unfortunately, addressing such feedback is not always straightforward, even when a team is fully invested in user-centered design. To investigate what constrains a teams evolution decisions, we performed a 6-month field study of a team employing iterative user-centered design methods to the design, deployment and evolution of a web application for a university community. Across interviews with the team, analyses of their bug reports, and further interviews with both users and non-adopters of the application, we found most of the constraints on addressing user feedback emerged from conflicts between users heterogeneous use of information and inflexible assumptions in the team's software architecture derived from earlier user research. These findings highlight the need for new approaches to expressing and validating assumptions from user research as software evolves.

Original languageEnglish (US)
Title of host publicationCHASE'11 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011
Pages1-8
Number of pages8
DOIs
StatePublished - 2011
Externally publishedYes
Event4th International Workshop on Cooperative and Human Aspects of Software Engineering, CHASE 2011, Co-located with ICSE 2011 - Waikiki, Honolulu, HI, United States
Duration: May 21 2011May 21 2011

Publication series

NameProceedings - International Conference on Software Engineering
ISSN (Print)0270-5257

Other

Other4th International Workshop on Cooperative and Human Aspects of Software Engineering, CHASE 2011, Co-located with ICSE 2011
Country/TerritoryUnited States
CityWaikiki, Honolulu, HI
Period5/21/115/21/11

All Science Journal Classification (ASJC) codes

  • Software

Keywords

  • bug reports
  • bug triage
  • software evolution
  • user feedback

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