End-user Driven Feedback PrioritizationNorbert Seyff, Melanie Stade, Farnaz Fotrousi, Martin Glinz, Emitza Guzman, Martina Kolpondinos-Huber, Denisse Munante Arzapalo,
Marc Oriol, and Ronnie Schaniel
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Motivation and Goal
End-user feedback gathering allows software companies to elicit end-users’ experiences and requirements.
Several feedback channels allow a large group of end-users to continuously communicate feedback, which can lead to large numbers of feedback.
Most channels invite everybody to communicate feedback. This includes end-users with low reputation and therefore feedback can be misleading.
Software companies need to decide which feedback issues are of high priority and should be considered in a next release.
The goal of our work is to provide approaches engaging end-users in feedback prioritization. 2
Three areas of concern
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Feedback Gathering
Feedback Analysis
Decision Making
End-user Driven Feedback Prioritization
“It is so difficult to upload files with this app!”
Prioritization within Feedback Gathering
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Feedback Gathering
Feedback Analysis
Decision Making
End-user Driven Feedback Prioritization
“It is so difficult to upload files with this app!”
Feedback approaches supporting the communication of priorities
Provision of feedback approaches which allows end-users to express the importance of their feedback using
Textual description of priority
Ratings (e.g., “How urgent is this for you?”, “How important is this for you?”, How important is this for project success?”, 1-10 rating)
Selection of a category (e.g., “Feature shortcoming”, “Bug report”, “Praise”)
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“It is so difficult to upload files with this app!”
8 of 10
“Feature shortcoming”
“It is so difficult to upload files with this app!”
Feedback approaches supporting the discussion of feedback among end-users
Provision of feedback approaches which allow end-users to prioritize existing feedback.
Social networks allow for a communication of (dis)agreements (“I like”), but interpretation is tricky
Tailored solutions such as the “Garuso” (Game-based Requirements Elicitation) platform provide more sophisticated methods (relevance, popularity).
End-users earns points for rating feedback provided by others (Gamification).
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1
1 2
5 9
0
0 1 4 2
Prioritization within Feedback Analysis
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Feedback Gathering
Decision Making
End-user Driven Feedback Prioritization
“It is so difficult to upload files with this app!”Feedback
Analysis
“It is so difficult to upload files with this app!”
Number, Sentiment and Type
Number of feedback issues discussing the same issue Automatic clustering of feedback Number of feedbacks within a cluster
Sentiment of the feedback issue A sentiment reflects the feeling or view in a feedback
text Automatic classification: positive, neutral or negative
sentiment
Type of feedback issue Automatic classification: e.g., feature shortcoming, bug
reports, feature requests8
similar feedback received: 21 times
sentiment:negative
classification:feature shortcoming
“It is so difficult to upload files with this app!”
Monitoring Data and Feedback Issues
Use of other information to automatically define the priority of a feedback issue.
Use of monitoring to identify the number of affected end-users
Use of monitoring to gather more accurate data about the feedback description
Use of monitoring to better understand a particular end-user
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User A needs on average 3 min and 28 taps to upload a file
All users need on average 30 seconds and 8 taps to upload a file.
All users need on average 2 min 34 seconds and 23 taps to upload a file.
OR
Prioritization within Decision Making
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Feedback Gathering
Feedback Analysis
End-user Driven Feedback Prioritization
“It is so difficult to upload files with this app!”Decision
Making
“It is so difficult to upload files with this app!”
Other Sources and Validation
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different reputations
different sources
Other Requirements and Feedback Issues Requirements from other sources might discuss the
same need as incoming feedback issues
Validation of End-user Feedback Priority Decision maker can finally decide and prioritize a
feedback based on evidence from different sources (different weights).
Validation of requirements from other sources with the help of feedback channels Decision maker can ask end-users about their opinion
on requirements gathered from other sources
Conclusion
Prioritized end-user feedback can help to build software systems (release planning)
Most end-user feedback is text-based that is hard to interpret in terms of priority
Ideas to elicit information about prioritization Motivation of end-users (Gamification,
inform end-users about decisions) Validity of information
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Feedback Gathering
Feedback Analysis
Decision Making
End-user Driven Feedback Prioritization
