User and Client Satisfaction Agile Development Marta Lrusdttir - - PDF document

14.9.2015 1 INTERACT 2015 – WG13.2 workshop

User and Client Satisfaction Agile Development

Marta Lárusdóttir Åsa Cajander Effie Law Reykjavik University Uppsala University University of Leicester

INTERACT 2015 – WG13.2 workshop

Agile Manifesto

14.9.2015 2 INTERACT 2015 – WG13.2 workshop

What is a Customer?

INTERACT 2015 – WG13.2 workshop

What is a Customer?

Customer: Organization or person that receives a product or service (ISO 12207, 2008)

14.9.2015 3 INTERACT 2015 – WG13.2 workshop

What is a User?

INTERACT 2015 – WG13.2 workshop

What is a User?

A person who interacts with a product

(ISO 9241-210, 2010)

14.9.2015 4 INTERACT 2015 – WG13.2 workshop

The Study

• 1. What do professionals state as their emphasis or

values when developing software?

• 2. Do they gather feedback from various stakeholders?
• 3. If they gather feedback, how frequently is that done?

INTERACT 2015 – WG13.2 workshop

Research Method and Participants

• Survey
• 48 questions, 40 closed and 8 open ended
• Sent to 393 graduated students from Computer Science at

Reykjavik University

• Respondents
• 73 to some of the questions
• 42 answered the questions analyzed in this paper
• 74% males, 14% female, 12% did not answer
• 86% had a BS degree and 14% Master or PhD
• 36% had worked less than a year, 40% 1 -3 years, 24% longer
• Types of software
• Business/Finance and Data management - 26% each, games 14%

14.9.2015 5 INTERACT 2015 – WG13.2 workshop

Development Process and Job Roles

• Development processes
• 76% using agile processes
• Scrum only 40%, Kanban only, 12% Scrum and Kanban 14%, agile
• ther than Scrum and Kanban, 10%
• 24% using other processes
• Job roles
• 83% programming, 53% design, 31% requirement gathering,

31% testing

INTERACT 2015 – WG13.2 workshop

Placing Emphasis

Where do you place the most emphasis in the projects you are working on now?

14.9.2015 6 INTERACT 2015 – WG13.2 workshop

Gathering Feedback

Do you gather feedback from [users, clients, customers, colleagues and friends]? INTERACT 2015 – WG13.2 workshop

Frequency of Feedback Gathering

How often do you gather feedback from [users, clients, customers, colleagues and friends]?

14.9.2015 7 INTERACT 2015 – WG13.2 workshop

Main Conclusions

• Client and User satisfaction emphasised in Agile
• Only user satisfaction mentioned when using other

processes

• Feedback is gathered from users and colleagues

and friends – both Agile and other

• Not much from customers even though interacting with

customers is one of the main values in Agile

• The most frequent feedback gathering is with

colleagues and friends in Agile

• Even though client and user satisfaction is the most

important values

• Why is this??

INTERACT 2015 – WG13.2 workshop

More Reading

Law, E. L. C., & Larusdottir, M. K. Whose Experience Do We Care About? Analysis

• f the Fitness of Scrum and Kanban to User Experience (UX). International

Journal of Human-Computer Interaction, (just-accepted 2015) Larusdottir, M. K., Cajander, A, Gulliksen, J: Informal Feedback Rather Than Performance Measurements – User Centred Evaluation in Scrum Projects, Behavior and Information Technology, Vol 33, issue 11, Nov., 2014. Larusdottir, M.K., Cajander, A, Simader, M.: Continuous Improvement in Agile Development Practice - The Case of Value and Non-Value Adding Activities,

• Proc. of the HCSE 2014 conference in Paderborn, Sept., 2014.

Cajander, A., Larusdottir, M. K., Gulliksen, J: Existing but not Explicit - The User Perspective in Scrum Projects in Practice, Proc. of the INTERACT 2013 conference in Cape Town, South Africa.