Description
It is expensive to collect information (problems, opinions etc.) from stakeholders (customers, support staff, developers, backoffice etc.) via surveys, interviews or meetings (e.g. ATAM). There are possibilities to offer low-threshold services for involved people to give feedback. Possibilities e.g. are:
- Tracking systems in the user interface
- Easy-to-use contact possibilities in the system’s user interface
- Ticketing/issue management software
- Wikis
- System-supported surveys
This information might help in finding issues, calculate their costs and prioritize it. Additionally to quantitative analysis, qualitative analysis might give improvement hints.
Risks
Since most improvements are based on voluntariness (all examples except a), the information might be biased.
Applicability
Many of the tools supporting this use case are used for a group of stakeholders and can possibly be used for others as well (e.g. ticketing systems or Wikis for developers in open source projects).
Consequences
Stakeholders give valuable information, their satisfaction with the system increases.