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Summary: A Case Study of Post-Deployment User Feedback Triage
Andrew J. Ko, Michael J. Lee, Valentina Ferrari, Steven Ip, and Charlie Tran
The Information School | DUB Group | University of Washington
{ajko, mjslee, ferrariv, iperton, ctran7}@uw.edu
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
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