BUTLER User Feedback Tool

The BUTLER User Feedback Tool aims at enabling users of IoT experimentations to give their feedbacks on their own experience. The tool is user centric and designed to make the feedback activity as simplier as possible for the user. It combines a mix of open questions, requests for comments on specific aspects (e.g. functionalities, design) and possibilities to reports bugs, suggest improvements and give opinion about the experimentation on test.
  • Latest version ID: 1.0.0
  • Tags: , , , ,
  • Latest update: October 31, 2014
  • Developed by: Sophie Vallet Chevillard, inno TSD, FP7 BUTLER
  • Contact name: Sophie Vallet Chevillard
  • Contact email: [email protected]
    • BUTLER Smart Office Trial (more details)
      • Relation type: Re-use relationship
      • Validation: The User Feedback tool has been reused in the Smart Office deployment to gather end user feedbacks.
      • Completeness of the relation: 100%
      • BUTLER Smart Health Trial (more details)
        • Relation type: Re-use relationship
        • Validation: The User Feedback tool has been reused in the Smart Health deployment to gather end user feedbacks.
        • Completeness of the relation: 100%

    Intellectual property rights (IPR)

    Creative Commons License
    This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Overview

The BUTLER User Feedback Tool aims at enabling users of IoT experimentations to give their feedbacks on their own experience. The tool is user centric and designed to make the feedback activity as simpler as possible for the user. It combines a mix of open questions, requests for comments on specific aspects (e.g. functionalities, design) and possibilities to reports bugs, suggest improvements and give opinion about the experimentation under test.

Principles

Objectives and context of use

The tool has been designed in the context of the BUTLER project as one of the mean to assess from user perspective the field trials developed in the project. It is part of the overall trial process and is complementary to the technical assessment of the trial. It was running during the entire experimentation and aims to allow users to report their feedbacks when and on what they wish to improve the application(s) under test and the quality of experience. Outcomes of the tools are available in real time and provide developers and experimenters with indication on what they should take into account in requirements.
The objective of the tool is twofold:

  • Provide users with the ability to feedback about the experimentation, giving them the role to shape the applications with their needs and wishes;
  • provide developers with requirements in real time to improve the quality of experience and services for the users.

Theoretical background

The model used in the tool derives from model on user’s acceptance. The underlying assumption of the model is that the functional value is not sufficient to explain acceptance or adoption of technological novelty by consumers. Functional value in fact represents only the top of the ideal ‘iceberg’ of the consumer experience. Other values should be considered, namely conditional, epistemic, emotional and social values. They represent the hidden, not rational and subconscious part of the consumer acceptance, which play a greater important role than the functional part in shaping the consumer acceptance (the bigger hidden part of the iceberg).

 

Consummers Acceptance DimensionsFigure 1: The experiential dimension of acceptance is more and more relevant compared to the functional one

  • Functional value is composed by usefulness, ease of use and price of the technological innovation.
  • Social value is the influence of others could have on a Individual. The influence can come from family, friends, coworkers etc.
  • Epistemic value derives from the capability of the product to spur the user on learning or curiosity.
  • Emotional value is constitued by the emotions felt by the user thanks to the product such as happyness, pleasure etc.
  • Conditional value is related to the context in which the product is actually used, e.g. the time, the place and the people with whom the user interacts while using the product.

Functionalities of the tool

The user feedback tool is shaped as a web survey. A set of dimensions and questions have been identified and designed from users’ acceptance dimensions completed with other dimensions related to satisfaction, impacts (eg change in behavior) and barriers and impediments.
Finally the retained set of dimensions is composed of 12 categories.
The first four are related to user’s perception of its experience:

  • report bugs
  • suggest improvements
  • give opinion
  • report on faced constraints and barriers

The next eight are related to the quality of experience self assessed by the users on the following dimensions:

  • Functionalities
  • Utility / usefulness
  • Ergonomy
  • Performance
  • Design
  • Privacy
  • Security

For each category, it is proposed to the user guidelines about the manners to feedbacks upon its experience with a multiple choice question and a space for free comment.


Example: report Bugs
1. What is the nature of bug(s) you face?

  • The app crashes without a reason
  • The app doesn’t make what it is supposed to do
  • I can’t customize the app as I would like

2. Please, describe the bug(s) you face?


 

User Centric design

The tool has been designed to facilitate feedback activities of the users by allowing them to share their view from rapid feedback to detailed opinion. Entering in the tool could be done through different manners depending on the wishes of the user. A quick access gives the user the possibility to feedback very quickly and easily. On the contrary, a user wishing to spend more time and participate more actively in the innovation process have the possibility to detail its experience in each of the proposed categories. Finally, the tool has been designed to be evolutionary and the user can add new categories if he/she wants.

Snapshots

snaphsot

Reusability

The tool is easily reusable in other context and for other experimentations. The questions and dimensions have been voluntary written in a sufficient generic way to apply to several situations (e.g. the 5 trials implemented in BUTLER covering scenarios of smart shopping, smart office, smart parking and smart health).
The tool and its dimensions are in particular relevant for technical developers that would like to gather clues about users’ acceptance of their products or services but don’t want to spend time in redefining the dimensions of interest. They can pick and chooses categories of interests in the proposed framework.

INSERT MINDMAP

The tool is composed on three different surveys with bridges from one to the other:

  • An introductive survey which goals are the following:
    • presentation of the aim and functionalities of the tool
    • choice of the trial
    • choice of the language
    • choice of the manner to enter the tool
  • A feedback by areas survey corresponding of the dimensions related to the quality of experience
  • A feedback by nature survey corresponding of the dimensions related to users’ perception.

Download

  • Download the mindmap (xmind file)

The feedback tool is designed with the free and open source LimeSurvey software.

  • Download the introductive survey
  • Download the feedback by areas survey
  • Download the feedback by nature survey

 

Service level

The tool has been developped as an experimentation in the context of FP7 BUTLER project. It will be maintained and developped during the life of the project.
Developpement beyond the end of the project are not guaranteed.

Technology Readiness Level

5 - technology validated in relevant environment

Reuse Readiness Levels

6 - Software is reusable; the software can be reused by most users although there may be some cost and risk.

DEMO

The link below gives acess to a demo version of the feedback tool as it is implemented in the BUTLER field trials.

Access to the DEMO