How to Report App Feedback?
Jeungmin Oh, Sang-Jeong Lee, Uichin Lee · 2016
Users face various usability issues when interacting with mobile apps. While collecting quality in-situ feedback is extremely valuable for the developers for UX improvement, our understanding of user feedback reporting behavior and interface design is very limited. In this paper, we conducted a user study to solicit feedback from five mobile apps using think-aloud protocol with video recordings. Using the collected data, we investigated the attributes of usability issues related to feedback reporting behavior. We identified four key attributes of usability issues related to feedback reporting behavior, i.e., usability issue topics, origin of usability issues, types of actions, and content/context dynamicity. Our analysis will provide a useful foundation for building a feedback reporting system for end users.