Abstract
[Context and motivation] To validate developers’ ideas of what users might want and to understand user needs, it has been proposed to collect and combine system monitoring with user feedback. [Question/problem] So far, the monitoring data and feedback have been collected passively, hoping for the users to get active when problems emerge. This approach leaves unexplored opportunities for system improvement when users are also passive or do not know that they are invited to offer feedback. [Principal ideas/results] In this paper, we show how we have used goal monitors to identify interesting situations of system use and let a system autonomously elicit user feedback in these situations. We have used a monitor to detect interesting situations in the use of a system and issued automated requests for user feedback to interpret the monitoring observations from the users’ perspectives. [Contribution] The paper describes the implementation of our approach in a Smart City system and reports our results and experiences. It shows that combining system monitoring with proactive, autonomous feedback collection was useful and surfaced knowledge of system use that was relevant for system maintenance and evolution. The results were helpful for the city to adapt and improve the Smart City application and to maintain their internet-of-things deployment of sensors.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Kittlaus, H.-B., Fricker, S.: Software Product Management. Springer, Heidelberg (2017). https://doi.org/10.1007/978-3-642-55140-6
Stade, M., Fotrousi, F., Seyff, N., Albrecht, O.: Feedback gathering from an industrial point of view. In: IEEE 25th International Requirements Engineering Conference, Lisbon, Portugal (2017)
Maalej, W., Nyebi, M., Johann, T., Ruhe, G.: Toward data-driven requirements engineering. IEEE Softw. 33(1), 48–54 (2016)
Guzman, E., Maalej, W.: How do users like this feature? A fine grained sentiment analysis of app reviews. In: 22nd International Requirements Engineering Conference (RE 2014), Karlskrona, Sweden (2014)
Oriol, M., Stade, M., Fotrousi, F., Nadal, S., Varga, J., Seyff, N., et al.: FAME: supporting continuous requirements elicitation by combining user feedback and monitoring. In: 26th International Requirements Engineering Conference (RE 2018), Lisbon, Portugal (2018)
Fotrousi, F., Fricker, S., Fiedler, M.: The effect of requests for user feedback on quality of experience. Softw. Qual. J. 26(2), 385–415 (2018)
Chapin, N., Hale, J., Khan, K., Ramil, J., Tan, W.-G.: Types of software evolution and software maintenance. J. Softw. Maint. Evol.: Res. Pract. 13(1), 3–30 (2001)
Fickas, S., Feather, M.: Requirements monitoring in dynamic environments. In: 2nd International Symposium on Requirements Engineering (RE 1995), York, U.K. (1995)
Ali, R., Dalpiaz, F., Giorgini, P., Souza, V.E.S.: Requirements evolution: from assumptions to reality. In: Halpin, T., et al. (eds.) BPMDS/EMMSAD -2011. LNBIP, vol. 81, pp. 372–382. Springer, Heidelberg (2011). https://doi.org/10.1007/978-3-642-21759-3_27
Bosch, J.: Building products as innovation experiment systems. In: Cusumano, Michael A., Iyer, B., Venkatraman, N. (eds.) ICSOB 2012. LNBIP, vol. 114, pp. 27–39. Springer, Heidelberg (2012). https://doi.org/10.1007/978-3-642-30746-1_3
Blank, S.: Why the lean start-up changes everything. Harvard Bus. Rev. 91(5), 63–72 (2013)
Edison, H., Smørsgård, N., Wang, X., Abrahamsson, P.: Lean internal startups for software product innovation in large companies: enablers and inhibitors. J. Syst. Softw. 135, 69–87 (2018)
Carreño, L., Winbladh, K.: Analysis of user comments: an approach for software requirements evolution. In: 35th International Conference on Software Engineering (ICSE 2013), San Francisco, CA, USA (2013)
Wellsandt, S., Hribernik, K., Thoben, K.: Qualitative comparison of requirements elicitation techniques that are used to collect feedback information about product use. In: 24th CIRP Design Conference, Milano, Italy (2014)
Leucker, M., Schallhart, C.: A brief account of runtime verification. J. Logic Algebraic Program. 78(5), 293–303 (2009)
Knauss, E., Lübke, D., Meyer, S.: Feedback-driven requirements engineering: the heuristic requirements assistant. In: 31st International Conference on Software Engineering (ICSE 2009), Vancouver, British Columbia, Canada (2009)
Seyff, N., Ollmann, G., Bortenschlager, M.: AppEcho: a user-driven, in situ feedback approach for mobile platforms and applications. In: 1st International Conference on Mobile Software Engineering and Systems (MOBILESoft 2014), Hyderabad, India (2014)
Fotrousi, F., Fricker, S.: QoE probe: a requirement-monitoring tool. In: Requirements Engineering: Foundation for Software Quality (REFSQ 2016), Göteborg, Sweden (2016)
Maalej, W., Happel, H., Rashid, A.: When users become collaborators: towards continuous and context-aware user input. In: OOPSLA 2009, Orlando, FL, USA (2009)
Maalej, W., Nabil, H.: Bug report, feature request, or simply praise? On automatically classifying app reviews. In: 23rd International Requirements Engineering Conference (RE 2015), Ottawa, Ontario, Canada (2015)
Morales-Ramirez, I., Perini, A., Guizzardi, R.: An ontology of online user feedback in software engineering. Appl. Ontol. 10(3–4), 297–330 (2015)
Elling, S., Lentz, L., de Jong, M.: Users’ abilities to review web site pages. J. Bus. Tech. Commun. 26(2), 171–201 (2012)
Pagano, D., Brügge, B.: User involvement in software evolution practice: a case study. In: 35th International Conference on Software Engineering (ICSE 2013), San Francisco, CA, USA, pp. 953–962 (2013)
Fotrousi, F., Fricker, S.A., Fiedler, M.: Quality requirements elicitation based on inquiry of quality-impact relationships. In: 22nd IEEE International Conference on Requirements Engineering, Karlskrona, Sweden (2014)
Dalpiaz, F.: Social threats and the new challenges for requirements engineering. In: 1st International Workshop on Requirements Engineering for Social Computing (RESC 2011), Trento, Italy (2011)
Cheng, B.H.C., et al.: Software engineering for self-adaptive systems: a research roadmap. In: Cheng, B.H.C., de Lemos, R., Giese, H., Inverardi, P., Magee, J. (eds.) Software Engineering for Self-Adaptive Systems. LNCS, vol. 5525, pp. 1–26. Springer, Heidelberg (2009). https://doi.org/10.1007/978-3-642-02161-9_1
Qian, W., Peng, X., Wang, H., Mylopoulos, J., Zheng, J., Zhao, W.: MobiGoal: flexible achievement of personal goals for mobile users. IEEE Trans. Serv. Comput. 11(2), 384–398 (2018)
Ericsson, K.A., Simon, H.A.: Verbal reports as data. Psychol. Rev. 87(3), 215–251 (1980)
Zowghi, D., Coulin, C.: Requirements elicitation: a survey of techniques, approaches, and tools. In: Aurum, A., Wohlin, C. (eds.) Engineering and Managing Software Requirements, pp. 19–46. Springer, Heidelberg (2005). https://doi.org/10.1007/3-540-28244-0_2
Acknowledgment
Part of this work has been supported by the European Union’s Horizon 2020 Research and Innovation Programme within the project WISE-IoT under the EU grant agreement No. 723156 and the Swiss SERI grant agreement No. 16.0062.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2019 Springer Nature Switzerland AG
About this paper
Cite this paper
Wüest, D., Fotrousi, F., Fricker, S. (2019). Combining Monitoring and Autonomous Feedback Requests to Elicit Actionable Knowledge of System Use. In: Knauss, E., Goedicke, M. (eds) Requirements Engineering: Foundation for Software Quality. REFSQ 2019. Lecture Notes in Computer Science(), vol 11412. Springer, Cham. https://doi.org/10.1007/978-3-030-15538-4_16
Download citation
DOI: https://doi.org/10.1007/978-3-030-15538-4_16
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-15537-7
Online ISBN: 978-3-030-15538-4
eBook Packages: Computer ScienceComputer Science (R0)