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End-users play an integral role in identifying requirements, validating software features' usefulness, locating defects, and in software product evolution in general. Their role in these activities is especially prominent in online…
Context: Post-release user feedback plays an integral role in improving software quality and informing new features. Given its growing importance, feedback concerning security enhancements is particularly noteworthy. In considering the…
User feedback is becoming an increasingly important source of information for requirements engineering, user interface design, and software engineering in general. Nowadays, user feedback is largely available and easily accessible in social…
App stores are highly competitive markets, sometimes offering dozens of apps for a single use case. Unexpected app changes such as a feature removal might incite even loyal users to explore alternative apps. Sentiment analysis tools can…
Many phone vendors use Android as their underlying OS, but often extend it to add new functionality and to make it compatible with their specific phones. When a new version of Android is released, phone vendors need to merge or re-apply…
The complex nature of intelligent systems motivates work on supporting users during interaction, for example through explanations. However, as of yet, there is little empirical evidence in regard to specific problems users face when…
During acceptance testing customers assess whether a system meets their expectations and often identify issues that should be improved. These findings have to be communicated to the developers a task we observed to be error prone,…
Failure to consider the characteristics, limitations, and abilities of diverse end-users during mobile apps development may lead to problems for end-users such as accessibility and usability issues. We refer to this class of problems as…
Artificial Intelligence (AI) chatbots are increasingly used for emotional, creative, and social support, leading to sustained and routine user interaction with these systems. As these applications evolve through frequent version updates,…
Text mining approaches are being used increasingly for business analytics. In particular, such approaches are now central to understanding users' feedback regarding systems delivered via online application distribution platforms such as…
The number of applications in Google Play has increased dramatically in recent years. On Google Play, users can write detailed reviews and rate apps, with these ratings significantly influencing app success and download numbers. Reviews…
Research on customer satisfaction has increased substantially in recent years. However, the relative importance and relationships between different determinants of satisfaction remains uncertain. Moreover, quantitative studies to date tend…
As we increasingly delegate important decisions to intelligent systems, it is essential that users understand how algorithmic decisions are made. Prior work has often taken a technocentric approach to transparency. In contrast, we explore…
Most research on question answering focuses on the pre-deployment stage; i.e., building an accurate model for deployment. In this paper, we ask the question: Can we improve QA systems further \emph{post-}deployment based on user…
Large software organizations such as Facebook or Netflix, who otherwise make daily or even hourly releases of their web applications using continuous delivery, have had to invest heavily into a customized release strategy for their mobile…
Recent studies showed that the dialogs between app developers and app users on app stores are important to increase user satisfaction and app's overall ratings. However, the large volume of reviews and the limitation of resources discourage…
Performance issues in Android applications significantly undermine users' experience, engagement, and retention, which is a long-lasting research topic in academia. Unlike functionality issues, performance issues are more difficult to…
Smart home technology is part of our everyday lives, and this technology is fast-evolving compared to other technologies. The user's feedback is gathered in this paper by conducting expert interviews on how collecting the feedback from the…
While the literature on permissions from the end-user perspective is rich, there is a lack of empirical research on why developers request permissions, their conceptualization of permissions, and how their perspectives compare with…
With the advent and proliferation of online developer forums as informal documentation, developers often share their opinions about the APIs they use. Thus, opinions of others often shape the developer's perception and decisions related to…