Customer Feedback and Data Collection Techniques in Software R&D
Hello! I am Aleksander Fabijan, PhD Researcher @ Malmö University, Sweden
[email protected] http://www.fabijan.info/ @afabijan 2
“
...there are a lot of assumptions when questions are often answered with “we believe”, or “we think” this is what the customer wants... 3
Feature/Function usage of a typical system
Reported by Standish Group at XP 2002
4
45%
of features in a typical system
are never used
That is a large number, isn’t it? 5
1. THE BACKGROUND ● The ‘Stairway to Heaven’ model ● HYPEX model 6
The ‘Stairway to Heaven’ model All companies evolve their software development practices over time. Typically, there is a pattern that most companies follow as their evolution path.
7
E
B
A
C
D
Continuous Deployment
R&D as an Experiment System
Continuous Integration
Agile R&D Organisation
Traditional Development
The ‘Stairway to Heaven’ model Olsson et al.,
From Opinions to Data-Driven Software R&D (2014) 8
E
B
A
C
D
Continuous Deployment
R&D as an Experiment System
Continuous Integration
Agile R&D Organisation
Traditional Development
The ‘Stairway to Heaven’ model Olsson et al.,
From Opinions to Data-Driven Software R&D (2014) 9
E
B
A
C
D
Continuous Deployment
R&D as an Experiment System
Continuous Integration
Agile R&D Organisation
Traditional Development
The ‘Stairway to Heaven’ model Olsson et al.,
From Opinions to Data-Driven Software R&D (2014) 10
E
B
A
C
D
Continuous Deployment
R&D as an Experiment System
Continuous Integration
Agile R&D Organisation
Traditional Development
The ‘Stairway to Heaven’ model Olsson et al.,
From Opinions to Data-Driven Software R&D (2014) 11
E
B
A
C
D
Continuous Deployment
R&D as an Experiment System
Continuous Integration
Agile R&D Organisation
Traditional Development
The ‘Stairway to Heaven’ model Olsson et al.,
From Opinions to Data-Driven Software R&D (2014) 12
HYPEX model
Olsson et al.,
From Opinions to Data-Driven Software R&D (2014)
13
HYPEX model
Olsson et al.,
From Opinions to Data-Driven Software R&D (2014)
14
HYPEX model
Olsson et al.,
From Opinions to Data-Driven Software R&D (2014)
15
HYPEX model
Olsson et al.,
From Opinions to Data-Driven Software R&D (2014)
16
HYPEX model
Olsson et al.,
From Opinions to Data-Driven Software R&D (2014)
17
2. Our contribution(s) ● The Research Questions ● Literature Overview ● The Model 18
The Research Questions RQ1 What are the existing customer feedback techniques as reported in the software engineering literature? RQ2 What are the existing customer data collection techniques as reported in the software engineering literature?
19
The Research Questions (cont.) RQ3 In what stages of the development process are identified techniques used? RQ4 What are the main challenges and limitations of the identified techniques?
20
Literature Review
‘customer feedback’ ... ‘data collection’
9 Customer 147 papers found
13 papers selected
feedback techniques
9 Data Collection techniques
21
Customer feedback techniques ○ ○ ○ ○ ○ ○ ○ ○ ○
Bases Interviews Observations Theater session Surveys Questionnaires Prototyping Walk -throughs Customer pairing
Bias of panel members Challenges
Time consuming Missing infrastructure Impression of partial development? Physical presence
22
Customer data collection techniques Online ads In-product surveys Beta testing Operational and event data ○ A/B testing ○ Social networks ○ Crowdfunding platforms ○ ○ ○ ○
Disturbing customers Challenges
Partially developed sys Transmission issues Confusing customers Large quantities of data 23
Data Collection and Customer Feedback Techniques Model
Customer
Product
24
Data Collection and Customer Feedback Techniques Model
Customer
Product
25
Data Collection and Customer Feedback Techniques Model
Customer
Product
26
The Next Step(s) Validate the Model in empirical context! ○ work with the companies in the collaboration (case study approach)
27
The Next Step(s) Expand the Literature review with related, and highly relevant research domains
28
Thank you!
[email protected] http://www.fabijan.info/ @afabijan 29
