Download - Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013
![Page 1: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/1.jpg)
Why People Hate Your App Making Sense of User Feedback in a
Mobile App Store
Why People Hate Your App Making Sense of User Feedback in a
Mobile App Store
Bin Fu, Jialiu Lin, Lei Li,
Jason Hong, Christos Faloutsos, Norman SadehCarnegie Mellon University, University of California Berkeley
KDD’13 Industry Track
![Page 2: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/2.jpg)
2
32.4GB data:180k Android app until Nov 2012.13M user reviews
......
![Page 3: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/3.jpg)
Lei Li @ KDD 2013
awesome
good but needs
improving
crash, pls fix!!!
What are users complaining about? What are users complaining about?
04/10/2023 3
awesome
good but needs
improving
crash, pls fix!!!
![Page 4: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/4.jpg)
Lei Li @ KDD 2013
What are market trends?What are market trends?
04/10/2023 4
![Page 5: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/5.jpg)
Lei Li @ KDD 2013
All build upon a single questionAll build upon a single question
04/10/2023 5
How to summarize millions of comments with ratings?
Beyond histogram
![Page 6: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/6.jpg)
Lei Li @ KDD 2013
WisCom to rescueWisCom to rescue• S1: Per review analysis
–Inconsistent reviews• S2: Per app analysis
–Root causes –Dynamic view
• S3: Whole market analysis–Trends and insights
04/10/2023 6
Unstable
Costly Unattractive
![Page 7: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/7.jpg)
04/10/2023 Lei Li @ KDD 2013 7
S2: Meso Analysis:Dynamic View of Root CausesS2: Meso Analysis:Dynamic View of Root Causes• Summarization of all comments / app• Root causes over time
![Page 8: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/8.jpg)
8
S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of App
Negative reviews Positive reviews
“What’s in it?” J.Kleinberg
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 3430
10
20
30
40
50
60
70
80
90
100
Positive rating Negative rating
day
# of
com
men
ts
…
![Page 9: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/9.jpg)
9
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 3430
10
20
30
40
50
60
70
80
90
100
Positive rating Negative rating
day
# of
com
men
ts
S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of Appstability cost
Stability CostConnectivity Compatibility
![Page 10: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/10.jpg)
10
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 3430
10
20
30
40
50
60
70
80
90
100
Positive rating Negative rating
day
# of
com
men
ts
S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of App
12/30/2011 fix it! It keeps force closing on stage 1, need an update, please!!!
stability cost
Stability CostConnectivity Compatibility
![Page 11: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/11.jpg)
11
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 3430
10
20
30
40
50
60
70
80
90
100
Positive rating Negative rating
day
# of
com
men
ts
S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of Appstability cost
Stability CostConnectivity Compatibility
“What’s in it?”
![Page 12: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/12.jpg)
12
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 3430
10
20
30
40
50
60
70
80
90
100
Positive rating Negative rating
day
# of
com
men
ts
S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of Appstability cost
Stability CostConnectivity Compatibility
stability cost
connectivity
![Page 13: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/13.jpg)
13
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 3430
10
20
30
40
50
60
70
80
90
100
Positive rating Negative rating
day
# of
com
men
ts
S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of Appstability cost
Stability CostConnectivity Compatibility
stability cost
connectivity05/30/2012 Would give 0 stars if I could. Server error.
![Page 14: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/14.jpg)
14
1 7 13 19 25 31 37 43 49 55 61 67 73 79 85 91 97 103 109 115 121 127 133 139 145 151 157 163 169 175 181 187 193 199 205 211 217 223 229 235 241 247 253 259 265 271 277 283 289 295 301 307 313 319 325 331 337 3430
10
20
30
40
50
60
70
80
90
100
Positive rating Negative rating
day
# of
com
men
ts
S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of Appstability cost
Stability CostConnectivity Compatibility
stability cost
connectivity05/30/2012 Would give 0 stars if I could. Server error.
06/06/2012 Finally fixed. Hooray >:)
![Page 15: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/15.jpg)
15
S2: Dynamic View: Life Story of AppS2: Dynamic View: Life Story of App
Stability CostConnectivity Compatibility
# of
com
men
ts
day
![Page 16: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/16.jpg)
04/10/2023 Lei Li @ KDD 2013 16
S3: Macro Analysis:Discovery of Market TrendsS3: Macro Analysis:Discovery of Market Trends
• User prefs for different types of apps?
![Page 17: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/17.jpg)
S3:Outstanding prefs in market categoriesS3:Outstanding prefs in market categories
• Games, same top complaints
• Non-games: different top complaints
cost
stability
attractiveness
0% 10% 20% 30% 40% 50% 60%
10%
18%
55%
connectivity
accuracy
0% 10% 20% 30% 40% 50% 60%
31%
56%weather
business
![Page 18: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/18.jpg)
Lei Li @ KDD 2013 18
Users’ Reaction to Free and Paid AppsUsers’ Reaction to Free and Paid Apps
100 most reviewed applications and games
equally scattered
complaints
Unstable
Costly UnattractiveFree apps
G: GameA: other apps
Paid apps??
Unstable
Costly UnattractivePaid apps04/10/2023
![Page 19: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/19.jpg)
Lei Li @ KDD 2013 19
Users’ Reaction to Free and Paid AppsUsers’ Reaction to Free and Paid Apps
100 most reviewed applications and games
equally scattered
complaints
Unstable
Costly UnattractiveFree apps
G: GameA: other apps
Unstable
Costly UnattractivePaid apps04/10/2023
Users more tolerant to cost of games than applications
![Page 20: Why People Hate Your App: Making Sense of User Feedback in a Mobile App Store, at KDD 2013](https://reader033.vdocuments.site/reader033/viewer/2022061300/54c793c24a795958578b4594/html5/thumbnails/20.jpg)
Lei Li @ KDD 2013 20
ConclusionsConclusions• WisCom discovers
–Inconsistency–Root causes–Market trends
• [email protected]• Stay tuned for online
version04/10/2023
Unstable
Costly Unattractive