Can a conversation paint a picture? Mining requirements in software forums

Abstract

© 2019 IEEE. The modern software landscape is highly competitive. Software companies need to quickly fix reported bugs and release requested new features, or they risk negative reviews and reduced market share. The amount of online user feedback prevents manual analysis. Past research has investigated automated requirement mining techniques on online platforms like App Stores and Twitter, but online product forums have not been studied. In this paper, we show that online product forums are a rich source of user feedback that may be used to elicit product requirements. The information contained in forum questions is different from what has been described in the related work on App Stores or Twitter. Users often provide detailed context to specific problems they encounter with a software product and other users respond with workarounds or to confirm the problem. Through the analysis of two large forums, we identify 18 different types of information (classifications) contained in forums that can be relevant to maintenance and evolution tasks. We show that a state-of-the-art App Store tool is unable to accurately classify forum data, which may be due to the differences in content. Thus, specific techniques are likely needed to mine requirements from product forums. In an exploratory study, we developed classifiers with forum specific features. Promising results are achieved for all classifiers with f-measure scores ranging from 70.3% to 89.8%.