Conference Agenda

Feedback tools support end-users in communicating needs and problems when using a software system. However, there are no research results available that discuss if the features provided by a feedback tool, such as screenshot annotation options, influence end-users’ satisfaction with the feedback tool. In our study, we used the KANO method to explore the mobile feedback tool features that affect the end-users’ satisfaction with the tool. We analyzed typical feedback features provided by two mobile feedback tools. Each tool was used by a selected number of end-users for a ten-day period. After that, we asked the end-users about their feature preferences and applied the KANO model to categorize the features. The results show that there are certain features that can influence end-users’ opinion about the feedback tool. These research results can help with the design of future mobile feedback tools that optimally support end-users in providing feedback for software systems.

The Semantic Web provides meaning to information resources in the form of machine-accessible structured data. Research in the Semantic Web field focuses commonly on tools and interfaces for technical experts leading to various usability problems. The complexity of Semantic Web technology makes it difficult especially for nontechnical experts to use these technologies. Existing research on Semantic Web usability considers mostly consumers of structured data that leave out the creation perspective. In this work, we focus on the usability of creating structured data from text, especially on the creation of relations between entities. We reviewed existing research and state of the art annotation tools to establish shortcomings and used our knowledge to propose an interaction design for the creation of relations. We conducted a user-study which showed that the proposed interaction design performed well, making it a contribution to enhance the overall usability in the field.

Enterprises are increasingly starting to apply a user-centric perspective in their product and service development processes. This paper uses the concept of customer journey mapping (CJM) to visualize customers’ needs and perceptions throughout all of their relationships with an enterprise to improve development processes. Currently, CJM focuses more on business-to-consumer (B2C) relationships than on business-to-business (B2B) settings. In contrast, we here examine how to conceptualize a CJM template for B2B relationships by researching Bosch Packaging Technology – Business Unit Pharma, a large pharmaceutical packaging company. We employ user narratives from expert interviews, design workshops, and customer interviews/observations to visualize knowledge about customers in a CJM.