Characterizing Human Aspects in Reviews of COVID-19 Apps

Mattia Fazzini, Hourieh Khalajzadeh, Omar Haggag, Zhaoqing Li, Humphrey Obie, Chetan Arora, Waqar Hussain, John Grundy

Research output: Chapter in Book/Report/Conference proceedingConference contribution

13 Scopus citations

Abstract

To successfully satisfy user needs, software developers need to suitably capture and implement user requirements. A critical and often overlooked characteristic of user requirements are 'human aspects', which are personal circumstances affecting the use of software (e.g., age, gender, language, etc.). To better understand how human aspects can impact the use of software, this work presents an empirical study focusing on app reviews of COVID-19 contact tracing apps. We manually analyzed a dataset of 2,611 app reviews sampled from the reviews associated with 57 COVID-19 apps. To analyze the reviews, we performed qualitative and quantitative analyses. The analyses characterize the human aspects contained in the reviews and investigate whether the apps suitably address the human aspects. We identified 716 reviews related to human aspects and grouped these into nine categories. Of these 716 reviews, 8% report bugs, 14% describe future/improvement requests, and 22% detail the user experience. Our analysis of the results reveal that human aspects are important to users and we need better support to account for them as software is developed.

Original languageEnglish (US)
Title of host publicationProceedings - 9th IEEE/ACM International Conference on Mobile Software Engineering and Systems, MOBILESoft 2022
PublisherInstitute of Electrical and Electronics Engineers Inc.
Pages38-49
Number of pages12
ISBN (Electronic)9781450393010
DOIs
StatePublished - 2022
Event9th IEEE/ACM International Conference on Mobile Software Engineering and Systems, MOBILESoft 2022 - Pittsburgh, United States
Duration: May 17 2022May 18 2022

Publication series

NameProceedings of the 9th IEEE/ACM International Conference on Mobile Software Engineering and Systems

Conference

Conference9th IEEE/ACM International Conference on Mobile Software Engineering and Systems, MOBILESoft 2022
Country/TerritoryUnited States
CityPittsburgh
Period5/17/225/18/22

Bibliographical note

Funding Information:
This work is partially supported by Australian Research Council Laureate Fellowship FL190100035 and Discovery Project DP200100020.

Publisher Copyright:
© 2022 ACM.

Keywords

  • App Review mining
  • Covid-19 apps
  • Human aspects

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