Me hates this: exploring different levels of user feedback for (usability) bug reporting

Authors:
Florian Heller;Leonhard Lichtschlag;Moritz Wittenhagen;Thorsten Karrer;Jan Borchers
Affiliations:
RWTH Aachen University, Aachen, Germany;RWTH Aachen University, Aachen, Germany;RWTH Aachen University, Aachen, Germany;RWTH Aachen University, Aachen, Germany;RWTH Aachen University, Aachen, Germany
Venue:
CHI '11 Extended Abstracts on Human Factors in Computing Systems
Year:
2011

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Abstract

User feedback for deployed software systems ranges from simple one-bit-feedback to full-blown bug reports. While detailed bug reports are very helpful for the developers to track down problems, the expertise and commitment required from the user is high. We analyzed existing user report systems and propose a flexible and independent hard- and software architecture to collect user feedback. We report our results from a preliminary two-week user study testing the system in the field and discuss challenges and solutions for the collection of multiple levels of user feedback through different modalities.