A User-Centered Approach to Analyze Public Service Apps Based on Reviews

Glauco Pedrosa, John Gardenghi, Pollyanna Dias, Ludimila Felix, Ariel Serafim, Lucas Horinouchi, Rejane Figueiredo

2023

Abstract

User reviews often contain complaints or suggestions which are valuable for app developers to improve user experience and satisfaction. In this paper, we introduce the Br-APPS (Brazilian Analytics of Public Posts in App Stores), an automated framework for mining opinions from user reviews of mobile apps. The purpose of Br-APPS is to assist developers by identifying the causes of negative user reviews in three levels of detail. As it is not possible to accurately estimate the number of active users of the app, Br-APPS adopts two indicators based on the number of issues reported by users and the number of app downloads. This approach allows estimating the proportion of causes of complaints, so it is possible to prioritize the issues most complained about. The performance of Br-APPS was evaluated on the gov.br app, which is the most accessed mobile application in the Brazilian government. The use of Br-APPS made it possible to quickly identify the main causes of user complaints and made it easier for developers to direct efforts to improve the app. Interviews with stakeholders of the gov.br service reported that the technique proposed is a valuable asset to ensure that government agencies can drive the creation of public services using a user-centered support technique.

Paper Citation

in Harvard Style

Pedrosa G., Gardenghi J., Dias P., Felix L., Serafim A., Horinouchi L. and Figueiredo R. (2023). A User-Centered Approach to Analyze Public Service Apps Based on Reviews. In Proceedings of the 25th International Conference on Enterprise Information Systems - Volume 1: ICEIS, ISBN 978-989-758-648-4, SciTePress, pages 453-459. DOI: 10.5220/0011774100003467

in Bibtex Style

@conference{iceis23,
author={Glauco Pedrosa and John Gardenghi and Pollyanna Dias and Ludimila Felix and Ariel Serafim and Lucas Horinouchi and Rejane Figueiredo},
title={A User-Centered Approach to Analyze Public Service Apps Based on Reviews},
booktitle={Proceedings of the 25th International Conference on Enterprise Information Systems - Volume 1: ICEIS,},
year={2023},
pages={453-459},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011774100003467},
isbn={978-989-758-648-4},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 25th International Conference on Enterprise Information Systems - Volume 1: ICEIS,
TI - A User-Centered Approach to Analyze Public Service Apps Based on Reviews
SN - 978-989-758-648-4
AU - Pedrosa G.
AU - Gardenghi J.
AU - Dias P.
AU - Felix L.
AU - Serafim A.
AU - Horinouchi L.
AU - Figueiredo R.
PY - 2023
SP - 453
EP - 459
DO - 10.5220/0011774100003467
PB - SciTePress