The Perception of Emojis for Analyzing App Feedback

Authors

  • Simon André Scherr Fraunhofer Institute for Experimental Software Engineering IESE
  • Svenja Polst Fraunhofer Institute for Experimental Software Engineering IESE
  • Lisa Müller Fraunhofer Institute for Experimental Software Engineering IESE
  • Konstantin Holl Fraunhofer Institute for Experimental Software Engineering IESE
  • Frank Elberzhager Fraunhofer Institute for Experimental Software Engineering IESE

DOI:

https://doi.org/10.3991/ijim.v13i02.8492

Keywords:

Emoji, Mobile, User Feedback, Emotion, Crowd Requirements Engineering, Survey, Perception,

Abstract


When analyzing textual user feedback, the challenge today is that automation is only possible in a non-satisfactory way due to the limitations of understanding natural language. However, manual evaluation is not possible for products with a large amount of user feedback, as this is neither efficient nor effective. Internet texts are full of emojis. Emojis tell how a user feels about certain aspects of a product. We conducted a survey on the perception of emojis and used the results from 107 participants. The core result is that people perceive emojis in a very homogenous way regarding their sentiments and the emotions they represent This means that emojis give us a tool for analyzing the users’ perspectives on a product by looking at the emojis contained in their feedback. 

Author Biographies

Simon André Scherr, Fraunhofer Institute for Experimental Software Engineering IESE

Simon André Scherr is a researcher at the Fraunhofer Institute of Experimental Software Engineering IESE in the field of User Experience. He mostly focuses on mobile software engineering in the context of cross-platform applications and user feedback analysis. His current research interest is how to increase long-term product acceptance for apps by analyzing trends found in user feedback.

Svenja Polst, Fraunhofer Institute for Experimental Software Engineering IESE

Svenja Polst isa researcher at the Fraunhofer Institute of Experimental Software Engineering IESE in the field of User Experience and Requirements Engineering. Her current research interests are usable security and privacy and motivation in the context of innovative mobility services.

Lisa Müller, Fraunhofer Institute for Experimental Software Engineering IESE

Lisa Müller is a student research assistant in the field of user feedback analysis. She is studying mathematics at TU Kaiserslautern.

Konstantin Holl, Fraunhofer Institute for Experimental Software Engineering IESE

Konstantin Holl received his PhD in Computer Science from the University of Kaiserslautern, Germany. His current research interest is systematic quality assurance.

Frank Elberzhager, Fraunhofer Institute for Experimental Software Engineering IESE

Frank Elberzhager is a senior engineer at the Fraunhofer Institute for Experimental Software Engineering IESE. He received his PhD in Computer Science from the University of Kaiserslautern, Germany, in 2012. His research interests include software quality assurance, inspection and testing, software engineering processes, and software architecture. He also transfers research results into practice.

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Published

2019-02-22

How to Cite

Scherr, S. A., Polst, S., Müller, L., Holl, K., & Elberzhager, F. (2019). The Perception of Emojis for Analyzing App Feedback. International Journal of Interactive Mobile Technologies (iJIM), 13(02), pp. 19–36. https://doi.org/10.3991/ijim.v13i02.8492

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Papers