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Features for Mobile Feedback Tools: Applying the KANO Method

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2017

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Gesellschaft für Informatik e.V.

Zusammenfassung

Feedback tools support end-users in communicating needs and problems when using a software system. However, there are no research results available that discuss if the features provided by a feedback tool, such as screenshot annotation options, influence end-users’ satisfaction with the feedback tool. In our study, we used the KANO method to explore the mobile feedback tool features that affect the end-users’ satisfaction with the tool. We analyzed typical feedback features provided by two mobile feedback tools. Each tool was used by a selected number of end-users for a ten-day period. After that, we asked the end-users about their feature preferences and applied the KANO model to categorize the features. The results show that there are certain features that can influence end-users’ opinion about the feedback tool. These research results can help with the design of future mobile feedback tools that optimally support end-users in providing feedback for software systems.

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Stade, Melanie; Seyff, Norbert (2017): Features for Mobile Feedback Tools: Applying the KANO Method. Mensch und Computer 2017 - Tagungsband. DOI: 10.18420/muc2017-mci-0186. Regensburg: Gesellschaft für Informatik e.V.. pp. 171-180. Tools: Design und Evaluation. Regensburg. 10.-13. September 2017

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