Unveiling the Life Cycle of User Feedback: Best Practices from Software Practitioners.
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| Title: | Unveiling the Life Cycle of User Feedback: Best Practices from Software Practitioners. |
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| Authors: | Li, Ze Shi1 lize@uvic.ca, Arony, Nowshin Nawar1 nowshinarony@uvic.ca, Devathasan, Kezia1 keziadevathasan@uvic.ca, Sihag, Manish1 manishsihag@uvic.ca, Ernst, Neil1 nernst@uvic.ca, Damian, Daniela1 danielad@uvic.ca |
| Source: | ICSE: International Conference on Software Engineering. 2024, p1-13. 13p. |
| Subjects: | Computer users, Social media, Computer software, Product management, Engineering |
| Abstract: | User feedback has grown in importance for organizations to improve software products. Prior studies focused primarily on feedback collection and reported a high-level overview of the processes, often overlooking how practitioners reason about, and act upon this feedback through a structured set of activities. In this work, we conducted an exploratory interview study with 40 practitioners from 32 organizations of various sizes and in several domains such as e-commerce, analytics, and gaming. Our findings indicate that organizations leverage many different user feedback sources. Social media emerged as a key category of feedback that is increasingly critical for many organizations. We found that organizations actively engage in a number of non-trivial activities to curate and act on user feedback, depending on its source. We synthesize these activities into a life cycle of managing user feedback. We also report on the best practices for managing user feedback that we distilled from responses of practitioners who felt that their organization effectively understood and addressed their users' feedback. We present actionable empirical results that organizations can leverage to increase their understanding of user perception and behavior for better products thus reducing user attrition. [ABSTRACT FROM AUTHOR] |
| Copyright of ICSE: International Conference on Software Engineering is the property of Association for Computing Machinery and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) | |
| Database: | Engineering Source |
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| Header | DbId: egs DbLabel: Engineering Source An: 185196311 AccessLevel: 6 PubType: Conference PubTypeId: conference PreciseRelevancyScore: 0 |
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| Items | – Name: Title Label: Title Group: Ti Data: Unveiling the Life Cycle of User Feedback: Best Practices from Software Practitioners. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Li%2C+Ze+Shi%22">Li, Ze Shi</searchLink><relatesTo>1</relatesTo><i> lize@uvic.ca</i><br /><searchLink fieldCode="AR" term="%22Arony%2C+Nowshin+Nawar%22">Arony, Nowshin Nawar</searchLink><relatesTo>1</relatesTo><i> nowshinarony@uvic.ca</i><br /><searchLink fieldCode="AR" term="%22Devathasan%2C+Kezia%22">Devathasan, Kezia</searchLink><relatesTo>1</relatesTo><i> keziadevathasan@uvic.ca</i><br /><searchLink fieldCode="AR" term="%22Sihag%2C+Manish%22">Sihag, Manish</searchLink><relatesTo>1</relatesTo><i> manishsihag@uvic.ca</i><br /><searchLink fieldCode="AR" term="%22Ernst%2C+Neil%22">Ernst, Neil</searchLink><relatesTo>1</relatesTo><i> nernst@uvic.ca</i><br /><searchLink fieldCode="AR" term="%22Damian%2C+Daniela%22">Damian, Daniela</searchLink><relatesTo>1</relatesTo><i> danielad@uvic.ca</i> – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22ICSE%3A+International+Conference+on+Software+Engineering%22">ICSE: International Conference on Software Engineering</searchLink>. 2024, p1-13. 13p. – Name: Subject Label: Subjects Group: Su Data: <searchLink fieldCode="DE" term="%22Computer+users%22">Computer users</searchLink><br /><searchLink fieldCode="DE" term="%22Social+media%22">Social media</searchLink><br /><searchLink fieldCode="DE" term="%22Computer+software%22">Computer software</searchLink><br /><searchLink fieldCode="DE" term="%22Product+management%22">Product management</searchLink><br /><searchLink fieldCode="DE" term="%22Engineering%22">Engineering</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: User feedback has grown in importance for organizations to improve software products. Prior studies focused primarily on feedback collection and reported a high-level overview of the processes, often overlooking how practitioners reason about, and act upon this feedback through a structured set of activities. In this work, we conducted an exploratory interview study with 40 practitioners from 32 organizations of various sizes and in several domains such as e-commerce, analytics, and gaming. Our findings indicate that organizations leverage many different user feedback sources. Social media emerged as a key category of feedback that is increasingly critical for many organizations. We found that organizations actively engage in a number of non-trivial activities to curate and act on user feedback, depending on its source. We synthesize these activities into a life cycle of managing user feedback. We also report on the best practices for managing user feedback that we distilled from responses of practitioners who felt that their organization effectively understood and addressed their users' feedback. We present actionable empirical results that organizations can leverage to increase their understanding of user perception and behavior for better products thus reducing user attrition. [ABSTRACT FROM AUTHOR] – Name: AbstractSuppliedCopyright Label: Group: Ab Data: <i>Copyright of ICSE: International Conference on Software Engineering is the property of Association for Computing Machinery and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.) |
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| RecordInfo | BibRecord: BibEntity: Identifiers: – Type: doi Value: 10.1145/3597503.3623309 Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 13 StartPage: 1 Subjects: – SubjectFull: Computer users Type: general – SubjectFull: Social media Type: general – SubjectFull: Computer software Type: general – SubjectFull: Product management Type: general – SubjectFull: Engineering Type: general Titles: – TitleFull: Unveiling the Life Cycle of User Feedback: Best Practices from Software Practitioners. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Li, Ze Shi – PersonEntity: Name: NameFull: Arony, Nowshin Nawar – PersonEntity: Name: NameFull: Devathasan, Kezia – PersonEntity: Name: NameFull: Sihag, Manish – PersonEntity: Name: NameFull: Ernst, Neil – PersonEntity: Name: NameFull: Damian, Daniela IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 05 Text: 2024 Type: published Y: 2024 Titles: – TitleFull: ICSE: International Conference on Software Engineering Type: main |
| ResultId | 1 |
