Customer feedback is essential for improving a company's products or services and increasing customer satisfaction. Despite its value, user involvement faces many challenges, such as low user motivation and feedback with missing context information. To increase the chance of collecting user feedback, the process must be fast, easy, and well-integrated into the system or product.  In this thesis, a suitable way of designing a high-fidelity (Hi-Fi) prototype of a reactive feedback feature that improves the ease of submitting end-user feedback and enriching it with sufficient information to streamline the interpretation and handling process has been investigated. This was done by following the Design Thinking method and its five phases. In the first phase of the process, Empathize, information about the end-users' and the product teams' pain points, wants, and needs regarding the current feedback process were gathered through interviews. A literature study and research of existing feedback tools were also conducted to build a broader knowledge about the subject. The collected data was organized and analyzed during the second phase, Define, through affinity diagramming, a customer journey map, and defining user need statements. In the third phase, Ideate, a wide range of design solutions to the identified problems and user need statements were generated during a Crazy 8 workshop and initial sketching. The two final phases, Prototype and Test, consisted of three iterations of creating and evaluating prototypes through an expert review, a usability test, a heuristic evaluation, and a final usability test.  The two major identified pain points were the product team expressed that customer feedback is often difficult to interpret due to missing context information, and that end users have to go through a long and laborious procedure to provide feedback. End-users wanted an easy and fast way to submit a wide range of feedback to have some impact on the product's future improvement, and the product team wanted to collect as much sufficient information as possible to facilitate the interpretation and handling process. The study explores the challenges of including predefined feedback options and a prioritization feature to enhance the interpretation and management of feedback while maintaining ease of use. The prototype includes the possibility to attach annotated screenshots and screen recordings and automatically collects contextual data to address the lack of information and simplify and speed up the feedback process for end-users. The final usability test resulted in positive feedback and showed that the suggested feedback feature enables end-users to provide feedback quickly and easily while providing the product team with the most necessary information. The result also gives a first indication that the feedback feature will increase the end-user involvement in the product's future development.

[EN] Domain-specific languages (DSLs) are considered to be a powerful tool for enhancing the efficiency of software developers and bring software development closer to end-users from complex domains. However, the successful development of a DSL for a complex domain is a challenge from the technical point of view and because end-user acceptance is key. Despite this fact, the relevant role of end-users during DSL development has traditionally been neglected. Normally, end-users participate at the beginning to communicate their preferences but they do not participate again until the DSL is completely implemented. As a consequence, if the language to develop reaches a complex domain, the chances that errors appear in the DSL are higher and solving them could involve large modifications that could have been avoided. As a solution, in this PhD thesis, we propose an agile, model-driven method to involve end-users in DSL development. This thesis researches if the combination of best practices from the model-driven development (MDD) discipline and best practices from agile methods is a suitable approach to involve end-users in the DSL development process. In order to validate the proposal, we have selected a highly complex domain such as the genetic analysis domain and we have collaborated with geneticists from three organizations. The proposed method has been used to involve these geneticists in the development of a DSL for the creation of genetic analysis pipelines. Simultaneously, we have carried out an empirical experiment to validate whether end-users and developers were satisfied with the proposal. / [ES] Los lenguajes específicos de dominio (DSLs) son una herramienta muy potente para mejorar la eficiencia de los desarrolladores de software, así como para acercar el desarrollo software a usuarios sin conocimientos informáticos. Sin embargo, su principal problema es que desarrollar un DSL es complejo; no sólo desde el punto de vista técnico, sino especialmente porque la aceptación de dicho lenguaje por parte de los usuarios finales es clave. A pesar de este hecho, los métodos tradicionales de desarrollo de DSLs no enfatizan el importante rol de los usuarios finales durante el desarrollo. Normalmente, los usuarios participan al inicio para comunicar sus preferencias, pero no vuelven a participar hasta que el DSL está completamente desarrollado. Si el lenguaje a desarrollar aborda un dominio complejo, la posibilidad de que existan errores en el DSL es mayor, y su solución podría conllevar a modificaciones de gran calibre que podrían haberse evitado. Como solución, en esta tesis proponemos un método de desarrollo de DSLs, ágil, y dirigido por modelos que involucra a los usuarios finales. Esta tesis investiga si la combinación de buenas prácticas del desarrollo dirigido por modelos (MDD) y de buenas prácticas de métodos ágiles es adecuada para involucrar a los usuarios finales en el desarrollo de DSLs. Para validar la idoneidad de la propuesta, se ha seleccionado un dominio complejo como el de los análisis genéticos y se ha colaborado con un conjunto de genetistas procedentes de tres organizaciones. El método propuesto se ha utilizado para involucrar a dichos genetistas en el desarrollo de un DSL para la creación de pipelines para el análisis genético. Conjuntamente, se ha llevado a cabo un experimento empírico para validar si los usuarios finales y los desarrolladores están satisfechos con la propuesta de la presente tesis. En resumen, las contribuciones principales de esta tesis doctoral son el diseño e implementación de un método innovador, ágil y dirigido por modelos para involucrar a los usuarios finales en el desarrollo de DSLs, así como la validación de dicha propuesta en un entorno industrial en un desarrollo real de un DSL. / [CA] Els llenguatges específics de domini (DSLs) son una ferramenta molt potent per a millorar l'eficiència dels desenvolupadors de programari, així com per a apropar el desenvolupament de programari a usuaris sense coneixements informàtics. El problema es que desenvolupar un DSL es complex, no sols des del punt de vista tècnic, sinó especialment perquè l'acceptació de dit llenguatge per part dels usuaris finals es clau. Malgrat aquest fet, els mètodes tradicionals de desenvolupament de DSLs no emfatitzen l'important rol dels usuaris finals durant el desenvolupament. Normalment, els usuaris participen a l'inici per a comunicar les seues preferències, però no tornen a participar fins que el DSL està completament desenvolupat. Si el llenguatge a desenvolupar aborda un domini complex, la possibilitat de que hi hagen errors en el DSL es major i solucionar-los podria implicar modificacions de gran calibre que podrien haver-se evitat. Com a solució, en aquesta tesis proposem un mètode de desenvolupament de DSLs, àgil i dirigit per models que involucra als usuaris finals. Aquesta tesis investiga si la combinació de bones pràctiques del desenvolupament dirigit per models (MDD) i de bones pràctiques de mètodes àgils es adequada per a involucrar els usuaris finals en el desenvolupament de DSLs. Per a validar la idoneïtat de la proposta, s'ha seleccionat un domini complex com el dels anàlisis genètics i s'ha col·laborat amb un conjunt de genetistes procedents de tres organitzacions. El mètode s'ha utilitzat per a involucrar a dits genetistes en el desenvolupament d'un DSL per a la creació de pipelines per al anàlisis genètic. Al mateix temps, s'ha dut a terme un experiment empíric per a validar si tant els usuaris finals com els desenvolupadors estan satisfets amb la proposta de la present tesis. En resum, les contribucions principals d'aquesta tesis doctoral son el disseny i implementació d'un mètode innovador, àgil i dirigit per models per a involucrar als usuaris finals en el desenvolupament de DSLs, així com la validació de la proposta en un entorn industrial amb un desenvolupament real d'un DSL. / Villanueva Del Pozo, MJ. (2016). An agile model-driven method for involving end-users in DSL development [Tesis doctoral]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/60156

Web-based learning should move away from static transmission of instruction to dynamic pages for effective interactive learning. Furthermore, automated assessment of learning should move beyond rigid quizzes or multiple-choice questions. This study describes the design, development, implementation, testing and evaluation of two prototypes of an electronic assessment tool to enhance the effectiveness of automated assessment. The tool was developed in the context of a distance-learning organisation and was built according to a development research model entailing a cyclic design-intervention-outcomes process. The first variant, E-Grader, was developed to test an algorithm for assigning marks to open-ended textual responses. The second variant, Web-Grader, was an interactive web-based extension of E-Grader. It provided immediate interactive support to students as they responded textually to content-based questions. This multi-disciplinary study incorporates principles and techniques from software engineering, formal computer science, database development and instructional design in the quest towards electronic assessment of web-based textual inputs. / Computing / M.Sc. (Information Systems)

Web-based learning should move away from static transmission of instruction to dynamic pages for effective interactive learning. Furthermore, automated assessment of learning should move beyond rigid quizzes or multiple-choice questions. This study describes the design, development, implementation, testing and evaluation of two prototypes of an electronic assessment tool to enhance the effectiveness of automated assessment. The tool was developed in the context of a distance-learning organisation and was built according to a development research model entailing a cyclic design-intervention-outcomes process. The first variant, E-Grader, was developed to test an algorithm for assigning marks to open-ended textual responses. The second variant, Web-Grader, was an interactive web-based extension of E-Grader. It provided immediate interactive support to students as they responded textually to content-based questions. This multi-disciplinary study incorporates principles and techniques from software engineering, formal computer science, database development and instructional design in the quest towards electronic assessment of web-based textual inputs. / Computing / M.Sc. (Information Systems)