Understanding User Feedback Through Negative Emotions: A Learning Experience

Conference: The Barcelona Conference on Education (BCE2022)
Title: Understanding User Feedback Through Negative Emotions: A Learning Experience
Stream: Learning Experiences, Student Learning & Learner Diversity
Presentation Type: Oral Presentation
Franci Suni-Lopez, Universidad de Lima, Peru
Angela Mayhua-Quispe, Universidad La Salle, Peru
Nadia Rodríguez-Rodríguez, Universidad de Lima, Peru


User Feedback is an important topic to be taught in Software Engineering (SE) courses. Furthermore, it includes theoretical concepts related to questionnaires, the time elapsed, mouse movements, etc., that are used to understand the topic better. In this context, teaching and learning theoretical concepts in different courses are great challenges in education in universities, particularly in this topic, due to the lack of practical applications or examples of real-life problems. Therefore, it is important to adapt the theoretical concepts to the advancement of technology. In this paper, we propose an innovative methodology for teaching implicit user feedback through the analysis of actionable emotions (i.e., emotions triggered by the interaction with a software service). We apply our proposal during three sessions; in the first and second sessions, students reviewed the theoretical concepts in class. The last one was carried out in the ICE-InnovaT studio, where a system, in real-time, recognizes negative emotions from a user who was interacting with a software service; in this session, the students were watching the results of the system during the user interaction with the software. Our experience indicates positive results in the adoption of this new approach. Overall, students reported positive comments related to using emotion recognition technologies to understand implicit user feedback.

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