Design Feedback from Users Through an Online Social Platform: Benefits and Limitations

Abstract

Online social platforms, such as blogs, discussion forums and social networking sites, are increasingly explored as venues for user-centred evaluations; in particular, for design feedback from users. We present a multi-case study providing needed knowledge on such evaluations. Our findings are based on analyses of the design feedback and post-factum data collections with development team representatives and users. The development team representatives reported as key benefits that the evaluations provided insight into users’ needs and competencies, input into ongoing design discussions and support for idea generation in the development team, but found the lack of direct contact and control with the users to be an important limitation. The users appreciated the opportunity to contribute to the design process, but the majority reported not to build on each other's contributions. Involving a relatively large number of users was found to be beneficial for generating constructive design suggestions. Practical implications and future research challenges are suggested.