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International Conference on Software Business

ICSOB 2022: Software Business pp 287–303Cite as

Towards Understanding How Software Startups Deal with UX from Customer and User Information

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Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 463))

Abstract

Customer-centric strategies can help startups move towards successful and sustainable businesses. User eXperience (UX) has been considered a critical factor in creating value for the customers and users of startups. Software startups often collect data about the experience with the product from users. However, obtaining valuable insights to improve the UX from customer and user information can be challenging for startup professionals. In this paper, we present a multiple-case study conducted with Brazilian software startups in which we investigated how these companies deal with customer and user information. To collect data, we conducted semi-structured interviews and retrospective meetings with 28 professionals from the four startups. We found that the startups still need to improve their strategies to leverage customer and user information insights for continuous product improvement, including improving communication channels and adopting metrics to assess customer value creation and product success. As a result, this study can motivate startup professionals to reflect on the most efficient practices for collecting and managing UX information to improve their products and measure value creation.

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Notes

  1. 1.

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Acknowledgments

We thank all study participants and financial support of the grants #2020/00615-9 and #2020/10429-8, São Paulo Research Foundation (FAPESP), and the support of the Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq - Brazil), process number: 313312/2019-2.

Author information

Authors and Affiliations

  1. Federal University of São Carlos (UFSCar), Sorocaba, Brazil

    Joelma Choma & Luciana Zaina

  2. Federal University of Jequitinhonha and Mucuri Valleys (UFVJM), Diamantina, Brazil

    Leticia Machado

  3. Federal University of Pará (UFPA), Pará, Brazil

    Cleidson R. B. de Souza

  4. The Open University, Milton Keynes, UK

    Helen Sharp & Leonor Barroca

Authors
  1. Joelma Choma
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  2. Leticia Machado
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  4. Helen Sharp
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  5. Leonor Barroca
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  6. Luciana Zaina
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Correspondence to Joelma Choma .

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Editors and Affiliations

  1. University of Galway, Galway, Ireland

    Noel Carroll

  2. University of South-Eastern Norway, Bø, Norway

    Anh Nguyen-Duc

  3. Free University of Bozen-Bolzano, Bolzano, Italy

    Xiaofeng Wang

  4. University of Oslo, Oslo, Norway

    Viktoria Stray

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Choma, J., Machado, L., de Souza, C.R.B., Sharp, H., Barroca, L., Zaina, L. (2022). Towards Understanding How Software Startups Deal with UX from Customer and User Information. In: Carroll, N., Nguyen-Duc, A., Wang, X., Stray, V. (eds) Software Business. ICSOB 2022. Lecture Notes in Business Information Processing, vol 463. Springer, Cham. https://doi.org/10.1007/978-3-031-20706-8_20

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  • DOI: https://doi.org/10.1007/978-3-031-20706-8_20

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