Customer Validation, Feedback and Collaboration in Large-Scale Continuous Software Development
Wed 30 Apr 2025 17:30 - 18:00 at Canada Hall 3 Poster Area - Doctoral Symposium Poster Session (Wednesday) at Canada Hall 3 poster area
Thu 1 May 2025 17:30 - 18:00 at Canada Hall 3 Poster Area - Doctoral Symposium Poster Session (Thursday) at Canada Hall 3 poster area
Fri 2 May 2025 17:30 - 18:00 at Canada Hall 3 Poster Area - Doctoral Symposium Poster Session (Friday) at Canada Hall 3 poster area
The importance of continuously incorporating customer feedback in the software development process is well established and firmly grounded in concepts such as agile and DevOps. In large-scale organizations such as Dell Technologies however, an array of challenges remain unsolved relating to this crucial aspect of software development. Despite a wide variety of tools and techniques available for collecting and analyzing customer feedback, in large-scale organizations implementing agile and continuous software development practices, harmful disconnects, discrepancies and processes exist. Such challenges negatively impact on an organizations ability to regularly deploy incremental improvements to their software products which meet customer needs. In this doctoral research project, we explore the challenges of continuously integrating customer feedback in a large-scale global organization with over 100,000 employees and hundreds of software products. We will propose a model to enhance the continuous incorporation of customer feedback, providing organizations with the ability to frequently deliver incremental software improvements which satisfy the needs of its customers, measurable by metrics such as customer satisfaction, product adoption, defect escapes, production incidents and deployment frequency.
David is a doctoral research student on the Professional Doctorate in Engineering program at the University of Limerick, and Senior Software Engineering Manager at Dell Technologies, where he leads a global team of software engineers focused on Validation, Escalation Engineering and Connectivity Adoption.