一句话：通过对40名从业者的访谈，提炼组织管理用户反馈的生命周期与最佳实践。
论文关注组织如何系统化管理用户反馈。既有研究多聚焦反馈收集，并停留在高层流程概述，忽视从业者如何推理并采取结构化行动。作者对来自32个组织、涵盖电商、分析与游戏等领域的40名从业者进行探索性访谈。研究发现组织利用多种反馈来源，社交媒体成为日益关键的类别；并针对不同来源开展多项非平凡活动以筛选和响应反馈。作者将这些活动综合为“用户反馈管理生命周期”，并从认为其组织能有效理解和回应用户反馈的从业者回答中提炼最佳实践。结果提供可操作的经验证据，帮助组织更好理解用户感知与行为、改进产品并降低用户流失。
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.
DOI 原文 ·
@inproceedings{paperbot11353,
title = {Unveiling the Life Cycle of User Feedback: Best Practices from Software Practitioners},
author = {Ze Shi Li and Nowshin Nawar Arony and Kezia Devathasan and Manish Sihag and Neil Ernst and Daniela Damian},
booktitle = {ICSE},
year = {2024},
doi = {10.1145/3597503.3623309}
}