A case study of post-deployment user feedback triage

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

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 proceeding › Conference contribution

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 language	English (US)
Title of host publication	CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011
Publisher	Association for Computing Machinery, Inc
Pages	1-8
Number of pages	8
ISBN (Electronic)	9781450305761
State	Published - May 21 2011
Externally published	Yes
Event	4th International Workshop on Cooperative and Human Aspects of Software Engineering, CHASE 2011 - Waikiki, Honolulu, United States Duration: May 21 2011 → May 21 2011

Publication series

Name	CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011
Volume	2011-January

Other

Other	4th International Workshop on Cooperative and Human Aspects of Software Engineering, CHASE 2011
Country/Territory	United States
City	Waikiki, Honolulu
Period	5/21/11 → 5/21/11

All Science Journal Classification (ASJC) codes

Organizational Behavior and Human Resource Management
Management of Technology and Innovation
Software
Social Psychology

Keywords

Bug reports
Bug triage
Software evolution
User feedback

Cite this

Ko, A. J., Lee, M. J., Ferrari, V., Ip, S., & Tran, C. (2011). A case study of post-deployment user feedback triage. In CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011 (pp. 1-8). (CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011; Vol. 2011-January). Association for Computing Machinery, Inc.

Ko, Andrew J. ; Lee, Michael J. ; Ferrari, Valentina et al. / A case study of post-deployment user feedback triage. CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011. Association for Computing Machinery, Inc, 2011. pp. 1-8 (CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011).

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Ko, AJ, Lee, MJ, Ferrari, V, Ip, S & Tran, C 2011, A case study of post-deployment user feedback triage. in CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011. CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011, vol. 2011-January, Association for Computing Machinery, Inc, pp. 1-8, 4th International Workshop on Cooperative and Human Aspects of Software Engineering, CHASE 2011, Waikiki, Honolulu, United States, 5/21/11.

A case study of post-deployment user feedback triage. / Ko, Andrew J.; Lee, Michael J.; Ferrari, Valentina et al.
CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011. Association for Computing Machinery, Inc, 2011. p. 1-8 (CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011; Vol. 2011-January).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

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Ko AJ, Lee MJ, Ferrari V, Ip S, Tran C. A case study of post-deployment user feedback triage. In CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011. Association for Computing Machinery, Inc. 2011. p. 1-8. (CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011).

A case study of post-deployment user feedback triage

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Publication series

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All Science Journal Classification (ASJC) codes

Keywords

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