arXiv subjects

Daniela Damian

Publications and source records attributed to Daniela Damian.

At least 19 recordsLinked to original sources

arXiv2026

From Personas to Programming: Gender-specific Effects of Design Thinking-Based Computing Education at Secondary Schools

Creative approaches to attract students to software engineering at an early age are emerging, yet their differential impact on gender remains unclear. This study investigates whether design thinking's empathy-driven approach addresses the documented gender gap in interest in software engineering. In a 10-week curriculum-integrated design thinking software development course with 55 secondary school students aged 13-15 from two schools in Canada, we examined gendered differences in perceived gains in knowledge and interest, as well as in social-emotional experiences. Our results show that both girls and boys gained perceived knowledge in software development. However, girls showed significant improvements in self-efficacy, interest, engagement with sustainability topics, and well-being, including optimism, sense of usefulness, and social connectedness. Positive emotions were strongest during creative, collaborative phases, while technical tasks led to some boredom, especially among boys, though they still benefited overall. This suggests that human-centred design thinking might be one effective way to address gender equity challenges, though we need more differentiated technical implementations.

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arXiv2025

REConnect: Participatory RE for Social Sustainability

Context: Software increasingly shapes daily life, making requirements engineering (RE) essential for ensuring systems contribute to community social sustainability. Yet automated elicitation practices risk distancing RE from the cultural, social, and political contexts that inform user needs, systematically excluding the communities most dependent on socially impactful software. AI-assisted RE has intensified this trend. Objective: This paper introduces REConnect, a human-centered participatory RE framework that recenters requirements work on human connection and relationality as the foundation for understanding lived experiences and ensuring alignment with community values and aspirations. Methods: REConnect was derived through qualitative analysis of 26 community-engaged software projects conducted through the INSPIRE program at the University of Victoria between 2022 and 2025, spanning rural Nepal, urban Canada, and remote Arctic Canada. We conducted a reflective synthesis across all 26 projects, followed by in-depth thematic analysis of three illustrative projects. Results: Three core principles are articulated: building trusting relationships, co-creating with and alongside stakeholders, and empowering users as agents of change. Each is operationalized through actionable REConnect Actions (REActions) embedding relationality and continuous stakeholder engagement throughout the project lifecycle. Conclusions: REConnect positions human connection as the foundation of RE for socio-technical systems aiming toward social sustainability. While AI can accelerate certain RE activities, its integration must be governed by participatory principles that preserve human agency and ensure marginalized voices are not excluded. We discuss how REConnect integrates with AI support while maintaining critical human agency in requirements engineering.

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arXiv2024

Beyond Diversity:Computing for Inclusive Software

This chapter presents, from our research on inclusive software within the context of a diversity and inclusion based STEM program at the University of Victoria, INSPIRE: STEM for Social Impact (hereafter Inspire). In a society with an ever increasing reliance on technology, we often neglect the fact that software development processes and practices unintentionally marginalize certain groups of end users. While the Inspire program and its first iteration in 2022 are described in detail in CHAPTER 26, here we describe our insights from an analysis of the development processes and practices used by the teams. We found that empathy-based requirements gathering techniques and certain influences on the software development teams' motivation levels impact the teams' ability to build inclusive software. This chapter begins with an explanation of the Inspire program and a discussion on what the term ``inclusive software'' actually means in our context before highlighting useful practices for designing inclusive software.

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arXiv2024

AI Tool Use and Adoption in Software Development by Individuals and Organizations: A Grounded Theory Study

AI assistance tools such as ChatGPT, Copilot, and Gemini have dramatically impacted the nature of software development in recent years. Numerous studies have studied the positive benefits that practitioners have achieved from using these tools in their work. While there is a growing body of knowledge regarding the usability aspects of leveraging AI tools, we still lack concrete details on the issues that organizations and practitioners need to consider should they want to explore increasing adoption or use of AI tools. In this study, we conducted a mixed methods study involving interviews with 26 industry practitioners and 395 survey respondents. We found that there are several motives and challenges that impact individuals and organizations and developed a theory of AI Tool Adoption. For example, we found creating a culture of sharing of AI best practices and tips as a key motive for practitioners' adopting and using AI tools. In total, we identified 2 individual motives, 4 individual challenges, 3 organizational motives, and 3 organizational challenges, and 3 interleaved relationships. The 3 interleaved relationships act in a push-pull manner where motives pull practitioners to increase the use of AI tools and challenges push practitioners away from using AI tools.

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arXiv2024

Industry Practitioners Perspectives on AI Model Quality: Perceptions, Challenges, and Solutions

Artificial Intelligence (AI) is now used across nearly every industry, making AI model quality essential for building reliable and trustworthy systems. Historically, correctness has been the main focus, but industry AI models must also satisfy many other important quality attributes. To understand how these attributes are perceived, the challenges they create, and the solutions used in practice, we identify nine key quality attributes and interview 15 AI practitioners from diverse backgrounds. The interviews show that practitioners prioritize attributes differently depending on context. For example, efficiency can matter more than correctness in real-time applications, while scalability and deployability are no longer seen as primary concerns. Data imbalance emerges as a major obstacle to maintaining model correctness and robustness, and practitioners commonly use mitigation strategies such as active learning. We validate our main findings with a survey of 50 practitioners, which shows that most of the findings are widely recognized. These results can help researchers focus on the attributes practitioners value most and avoid improving one attribute at the expense of others that are considered more critical.

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arXiv2023

Unveiling Inclusiveness-Related User Feedback in Mobile Applications

In an era of rapidly expanding software usage, catering to the diverse needs of users from various backgrounds has become a critical challenge. Inclusiveness, representing a core human value, is frequently overlooked during software development, leading to user dissatisfaction. Users often engage in discourse on online platforms where they indicate their concerns. In this study, we leverage user feedback from three popular online sources Reddit, Google Play Store, and X, for 50 of the most popular apps in the world. Using a Socio-Technical Grounded Theory approach, we analyzed 22,000 posts across the three sources. We organize our empirical results in a taxonomy for inclusiveness comprising 5 major categories: Algorithmic Bias, Technology, Demography, Accessibility, and Other Human Values. To explore automated support for identifying inclusiveness-related posts, we experimented with a large language model (GPT4o-mini) and found that it is capable of identifying inclusiveness-related user feedback. We provide implications and recommendations that can help software practitioners to better identify inclusiveness issues to support a wider range of users

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arXiv2023

Unveiling the Life Cycle of User Feedback: Best Practices from Software Practitioners

User feedback has grown in importance for organizations to improve software products. Prior studies focused primarily on feedback collection and reported a high-level overview of the processes, often overlooking how practitioners reason about, and act upon this feedback through a structured set of activities. In this work, we conducted an exploratory interview study with 40 practitioners from 32 organizations of various sizes and in several domains such as e-commerce, analytics, and gaming. Our findings indicate that organizations leverage many different user feedback sources. Social media emerged as a key category of feedback that is increasingly critical for many organizations. We found that organizations actively engage in a number of non-trivial activities to curate and act on user feedback, depending on its source. We synthesize these activities into a life cycle of managing user feedback. We also report on the best practices for managing user feedback that we distilled from responses of practitioners who felt that their organization effectively understood and addressed their users' feedback. We present actionable empirical results that organizations can leverage to increase their understanding of user perception and behavior for better products thus reducing user attrition.

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arXiv2023

A Data-Driven Approach for Finding Requirements Relevant Feedback from TikTok and YouTube

The increasing importance of videos as a medium for engagement, communication, and content creation makes them critical for organizations to consider for user feedback. However, sifting through vast amounts of video content on social media platforms to extract requirements-relevant feedback is challenging. This study delves into the potential of TikTok and YouTube, two widely used social media platforms that focus on video content, in identifying relevant user feedback that may be further refined into requirements using subsequent requirement generation steps. We evaluated the prospect of videos as a source of user feedback by analyzing audio and visual text, and metadata (i.e., description/title) from 6276 videos of 20 popular products across various industries. We employed state-of-the-art deep learning transformer-based models, and classified 3097 videos consisting of requirements relevant information. We then clustered relevant videos and found multiple requirements relevant feedback themes for each of the 20 products. This feedback can later be refined into requirements artifacts. We found that product ratings (feature, design, performance), bug reports, and usage tutorial are persistent themes from the videos. Video-based social media such as TikTok and YouTube can provide valuable user insights, making them a powerful and novel resource for companies to improve customer-centric development.

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arXiv2023

"Software is the easy part of Software Engineering" -- Lessons and Experiences from A Large-Scale, Multi-Team Capstone Course

Capstone courses in undergraduate software engineering are a critical final milestone for students. These courses allow students to create a software solution and demonstrate the knowledge they accumulated in their degrees. However, a typical capstone project team is small containing no more than 5 students and function independently from other teams. To better reflect real-world software development and meet industry demands, we introduce in this paper our novel capstone course. Each student was assigned to a large-scale, multi-team (i.e., company) of up to 20 students to collaboratively build software. Students placed in a company gained first-hand experiences with respect to multi-team coordination, integration, communication, agile, and teamwork to build a microservices based project. Furthermore, each company was required to implement plug-and-play so that their services would be compatible with another company, thereby sharing common APIs. Through developing the product in autonomous sub-teams, the students enhanced not only their technical abilities but also their soft skills such as communication and coordination. More importantly, experiencing the challenges that arose from the multi-team project trained students to realize the pitfalls and advantages of organizational culture. Among many lessons learned from this course experience, students learned the critical importance of building team trust. We provide detailed information about our course structure, lessons learned, and propose recommendations for other universities and programs. Our work concerns educators interested in launching similar capstone projects so that students in other institutions can reap the benefits of large-scale, multi-team development

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arXiv2023

Software Engineering Through Community-Engaged Learning and an Inclusive Network

Retaining diverse, underrepresented students in computer science and software engineering programs is a significant concern for universities. In this chapter, we describe the INSPIRE: STEM for Social Impact program at the University of Victoria, Canada, which leverages the three principles of self-determination theory competence, relatedness, and autonomy in the design of strategies to empower women and other underrepresented groups in using software and other engineering solutions to approach sustainability, community-driven problems. We also describe lessons learned from a first successful year that involved over 30 students, 6 community partners (sustainability problem owners), and over 20 industry and academic mentors and reached out to more than 200 solution end users in our communities. Finally, we provide recommendations for universities and organizations who may want to adopt our approach. In the program 24 diverse students (in terms of gender, sexual orientation, ethnicity, academic standing, and background) divided into six teams paired with six community partners worked on solving society impactful problems and developed solutions for a number of respective community partners. Each team was supported by an experienced upper year student and mentors from industry and community throughout the program. The experiential learning approach of the program allowed the students to learn a variety of soft and technical skills while developing a solution that has a social and/or environmental impact. Having a diverse team and creating a solution for real end users motivated the students to actively collaborate with their peers, community partners, and mentors resulting in the development of an inclusive network. A network of like minded people is crucial in empowering underrepresented individuals and inspiring them to remain in the computer science and software engineering fields.

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arXiv2022

A method for analyzing stakeholders' influence on an open source software ecosystem's requirements engineering process

For a firm in an open source software (OSS) ecosystem, the requirements engineering (RE) process is rather multifaceted. Apart from its typical RE process, there is a competing process, external to the firm and inherent to the firm's ecosystem. When trying to impose an agenda in competition with other firms, and aiming to align internal product planning with the ecosystem's RE process, firms need to consider who and how influential the other stakeholders are, and what their agendas are. The aim of the presented research is to help firms identify and analyze stakeholders in OSS ecosystems, in terms of their influence and interactions, to create awareness of their agendas, their collaborators, and how they invest their resources. To arrive at a solution artifact, we applied a design science research approach where we base artifact design on the literature and earlier work. A stakeholder influence analysis (SIA) method is proposed and demonstrated in terms of applicability and utility through a case study on the Apache Hadoop OSS ecosystem. SIA uses social network constructs to measure the stakeholders' influence and interactions and considers the special characteristics of OSS RE to help firms structure their stakeholder analysis processes in relation to an OSS ecosystem. SIA adds a strategic aspect to the stakeholder analysis process by addressing the concepts of influence and interactions, which are important to consider while acting in collaborative and meritocratic RE cultures of OSS ecosystems.

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arXiv2022

A Community Strategy Framework -- How to obtain Influence on Requirements in Meritocratic Open Source Software Communities?

Context: In the Requirements Engineering (RE) process of an Open Source Software (OSS) community, an involved firm is a stakeholder among many. Conflicting agendas may create miss-alignment with the firm's internal requirements strategy. In communities with meritocratic governance or with aspects thereof, a firm has the opportunity to affect the RE process in line with their own agenda by gaining influence through active and symbiotic engagements. Objective: The focus of this study has been to identify what aspects that firms should consider when they assess their need of influencing the RE process in an OSS community, as well as what engagement practices that should be considered in order to gain this influence. Method: Using a design science approach, 21 interviews with 18 industry professionals from 12 different software-intensive firms were conducted to explore, design and validate an artifact for the problem context. Results: A Community Strategy Framework (CSF) is presented to help firms create community strategies that describe if and why they need influence on the RE process in a specific (meritocratic) OSS community, and how the firm could gain it. The framework consists of aspects and engagement practices. The aspects help determine how important an OSS project and its community is from business and technical perspectives. A community perspective is used when considering the feasibility and potential in gaining influence. The engagement practices are intended as a tool-box for how a firm can engage with a community in order to build influence needed. Conclusion: It is concluded from interview-based validation that the proposed CSF may provide support for firms in creating and tailoring community strategies and help them to focus resources on communities that matter and gain the influence needed on their respective RE processes.

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arXiv2022

Narratives: the Unforeseen Influencer of Privacy Concerns

Privacy requirements are increasingly growing in importance as new privacy regulations are enacted. To adequately manage privacy requirements, organizations not only need to comply with privacy regulations, but also consider user privacy concerns. In this exploratory study, we used Reddit as a source to understand users' privacy concerns regarding software applications. We collected 4.5 million posts from Reddit and classified 129075 privacy related posts, which is a non-negligible number of privacy discussions. Next, we clustered these posts and identified 9 main areas of privacy concerns. We use the concept of narratives from economics (i.e., posts that can go viral) to explain the phenomenon of what and when users change in their discussion of privacy. We further found that privacy discussions change over time and privacy regulatory events have a short term impact on such discussions. However, narratives have a notable impact on what and when users discussed about privacy. Considering narratives could guide software organizations in eliciting the relevant privacy concerns before developing them as privacy requirements.

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arXiv2022

A Case Study of Building Shared Understanding of Non-Functional Requirements in a Remote Software Organization

Building a shared understanding of non-functional requirements (NFRs) is a known but understudied challenge in requirements engineering, especially in organizations that adopt continuous software engineering (CSE) practices. During the peak of the COVID-19 pandemic, many CSE organizations complied with working remotely due to the imposed health restrictions; some continued to work remotely while implementing business processes to facilitate team communication and productivity. In remote CSE organizations, managing NFRs becomes more challenging due to the limitations to team communication coupled with the incentive to deliver products quickly. While previous research has identified the factors that lead to a lack of shared understanding of NFRs in CSE, we still have a significant gap in understanding how CSE organizations, particularly in remote work, build a shared understanding of NFRs in their software development. We conduct a three-month ethnography-informed case study of a remote CSE organization. Through thematic analysis of our qualitative data from interviews and observations, we identify a number of practices in developing a shared understanding of NFRs. The collaborative workspace the organization uses for remote interaction is Gather, which simulates physical workspaces, and which our findings suggest allows for informal communications instrumental for building shared understanding. As actionable insights, we discuss our findings in light of proactive practices that represent opportunities for software organizations to invest in building a shared understanding of NFRs in their development.

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arXiv2021

Continuously Managing NFRs: Opportunities and Challenges in Practice

Non-functional requirements (NFR), which include performance, availability, and maintainability, are vitally important to overall software quality. However, research has shown NFRs are, in practice, poorly defined and difficult to verify. Continuous software engineering practices, which extend agile practices, emphasize fast paced, automated, and rapid release of software that poses additional challenges to handling NFRs. In this multi-case study we empirically investigated how three organizations, for which NFRs are paramount to their business survival, manage NFRs in their continuous practices. We describe four practices these companies use to manage NFRs, such as offloading NFRs to cloud providers or the use of metrics and continuous monitoring, both of which enable almost real-time feedback on managing the NFRs. However, managing NFRs comes at a cost as we also identified a number of challenges these organizations face while managing NFRs in their continuous software engineering practices. For example, the organizations in our study were able to realize an NFR by strategically and heavily investing in configuration management and infrastructure as code, in order to offload the responsibility of NFRs; however, this offloading implied potential loss of control. Our discussion and key research implications show the opportunities, trade-offs, and importance of the unique give-and-take relationship between continuous software engineering and NFRs. Research artifacts may be found at https://doi.org/10.5281/zenodo.3376342.

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arXiv2020

How angry are your customers? Sentiment analysis of support tickets that escalate

Software support ticket escalations can be an extremely costly burden for software organizations all over the world. Consequently, there exists an interest in researching how to better enable support analysts to handle such escalations. In order to do so, we need to develop tools to reliably predict if, and when, a support ticket becomes a candidate for escalation. This paper explores the use of sentiment analysis tools on customer-support analyst conversations to find indicators of when a particular support ticket may be escalated. The results of this research indicate a considerable difference in the sentiment between escalated support tickets and non-escalated support tickets. Thus, this preliminary research provides us with the necessary information to further investigate how we can reliably predict support ticket escalations, and subsequently to provide insight to support analysts to better enable them to handle support tickets that may be escalated.

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arXiv2020

Customer Support Ticket Escalation Prediction using Feature Engineering

Understanding and keeping the customer happy is a central tenet of requirements engineering. Strategies to gather, analyze, and negotiate requirements are complemented by efforts to manage customer input after products have been deployed. For the latter, support tickets are key in allowing customers to submit their issues, bug reports, and feature requests. If insufficient attention is given to support issues, however, their escalation to management becomes time-consuming and expensive, especially for large organizations managing hundreds of customers and thousands of support tickets. Our work provides a step towards simplifying the job of support analysts and managers, particularly in predicting the risk of escalating support tickets. In a field study at our large industrial partner, IBM, we used a design science research methodology to characterize the support process and data available to IBM analysts in managing escalations. We then implemented these features into a machine learning model to predict support ticket escalations. We trained and evaluated our machine learning model on over 2.5 million support tickets and 10,000 escalations, obtaining a recall of 87.36% and an 88.23% reduction in the workload for support analysts looking to identify support tickets at risk of escalation. Finally, in addition to these research evaluation activities, we compared the performance of our support ticket model with that of a model developed with no feature engineering; the support ticket model features outperformed the non-engineered model. The artifacts created in this research are designed to serve as a starting place for organizations interested in predicting support ticket escalations, and for future researchers to build on to advance research in escalation prediction.

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arXiv2020

Predicting Developers' IDE Commands with Machine Learning

When a developer is writing code they are usually focused and in a state-of-mind which some refer to as flow. Breaking out of this flow can cause the developer to lose their train of thought and have to start their thought process from the beginning. This loss of thought can be caused by interruptions and sometimes slow IDE interactions. Predictive functionality has been harnessed in user applications to speed up load times, such as in Google Chrome's browser which has a feature called "Predicting Network Actions". This will pre-load web-pages that the user is most likely to click through. This mitigates the interruption that load times can introduce. In this paper we seek to make the first step towards predicting user commands in the IDE. Using the MSR 2018 Challenge Data of over 3000 developer session and over 10 million recorded events, we analyze and cleanse the data to be parsed into event series, which can then be used to train a variety of machine learning models, including a neural network, to predict user induced commands. Our highest performing model is able to obtain a 5 cross-fold validation prediction accuracy of 64%.

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