User involvement in software evolution practice: A case study

2013 35th International Conference on Software Engineering (ICSE)Published 1 May 2013

Dennis Pagano, Bernd Bruegge

DOI10.1109/icse.2013.6606645

Citations99

TL;DR

It is found that user feedback contains important information for developers, helps to improve software quality and to identify missing features, and calls for a hypothesis-driven analysis of user feedback to establish the foundations for future user feedback tools.

Abstract

User involvement in software engineering has been researched over the last three decades. However, existing studies concentrate mainly on early phases of user-centered design projects, while little is known about how professionals work with post-deployment end-user feedback. In this paper we report on an empirical case study that explores the current practice of user involvement during software evolution. We found that user feedback contains important information for developers, helps to improve software quality and to identify missing features. In order to assess its relevance and potential impact, developers need to analyze the gathered feedback, which is mostly accomplished manually and consequently requires high effort. Overall, our results show the need for tool support to consolidate, structure, analyze, and track user feedback, particularly when feedback volume is high. Our findings call for a hypothesis-driven analysis of user feedback to establish the foundations for future user feedback tools.

Keywords

Computer Science

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