TY - GEN
T1 - A case study of post-deployment user feedback triage
AU - Ko, Andrew J.
AU - Lee, Michael J.
AU - Ferrari, Valentina
AU - Ip, Steven
AU - Tran, Charlie
N1 - Funding Information:
We thank the University of Washington's Learning and Scholarly Technologies team for their support and participation, as well as the University of Washington instructors and teaching assistants who agreed to be interviewed. This material is based in part upon work supported by the National Science Foundation under Grant Number CCF-0952733. Any opinions, findings, and conclusions or recommendations expressed in this material are those of the author(s) and do not necessarily reflect the views of the National Science Foundation.
Funding Information:
This material is based in part upon work supported by the National Science Foundation under Grant Number CCF-0952733. Any opinions, findings, and conclusions or recommendations expressed in this material are those of the author(s) and do not necessarily reflect the views of the National Science Foundation.
Publisher Copyright:
Copyright 2011 ACM
PY - 2011/5/21
Y1 - 2011/5/21
N2 - 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.
AB - 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.
KW - Bug reports
KW - Bug triage
KW - Software evolution
KW - User feedback
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M3 - Conference contribution
AN - SCOPUS:85050921436
T3 - CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011
SP - 1
EP - 8
BT - CHASE 2011 - Proceedings of the 4th International Workshop on Cooperative and Human Aspects of Software Engineering, Co-located with ICSE 2011
PB - Association for Computing Machinery, Inc
T2 - 4th International Workshop on Cooperative and Human Aspects of Software Engineering, CHASE 2011
Y2 - 21 May 2011 through 21 May 2011
ER -