Exploring Accessibility of Mobile Applications Through User Feedback: Insights from App Reviews in a Systematic Literature Review
Abstract
Mobile applications have become essential tools for daily activities, encompassing communication, productivity, and entertainment, serving a diverse user base that includes people with disabilities. Despite this broad usage, ensuring accessibility for users with varying needs remains a significant challenge. This paper presents a systematic literature review (SLR) examining the accessibility of mobile applications through user reviews. An initial search across major academic digital libraries identified 638 papers, which were narrowed down to 16 key studies published since 2013 based on specific inclusion and exclusion criteria. The articles analyzed featured a wide range of review counts, from 173 to over 179 million. Our analysis reveals various purposes, methodologies, and approaches that researchers have employed to explore digital accessibility. The SLR identifies four main strategies for collecting and analyzing accessibility reviews, with commonly referenced standards including BBC guidelines, Google Material Design, and WCAG. The results also identify persistent barriers for users with disabilities and synthesize 31 recommendations for future research directions in areas such as machine learning and the automatic extraction and classification of user reviews. These findings underscore the critical importance of integrating user feedback and perspectives into the design and development of mobile applications to ensure they are inclusive and accessible to all users.
Keywords:
accessibility reviews, app reviews, user reviews, mobile, application, systematic literature review
References
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Wajdi Aljedaani, Mohammed Alkahtani, Stephanie Ludi, Mohamed Wiem Mkaouer, Marcelo M. Eler, Marouane Kessentini, and Ali Ouni. 2023. The State of Accessibility in Blackboard: Survey and User Reviews Case Study. In Proceedings of the 20th International Web for All Conference (Austin, TX, USA) (W4A ’23). Association for Computing Machinery, New York, NY, USA, 84–95. DOI: 10.1145/3587281.3587291
Wajdi Aljedaani, Mohamed Wiem Mkaouer, Stephanie Ludi, and Yasir Javed. 2022. Automatic Classification of Accessibility User Reviews in Android Apps. In 2022 7th International Conference on Data Science and Machine Learning Applications (CDMA). 133–138. DOI: 10.1109/CDMA54072.2022.00027
Wajdi Aljedaani, Furqan Rustam, Stephanie Ludi, Ali Ouni, and Mohamed Wiem Mkaouer. 2021. Learning Sentiment Analysis for Accessibility User Reviews. In 2021 36th IEEE/ACM International Conference on Automated Software Engineering Workshops (ASEW). 239–246. DOI: 10.1109/ASEW52652.2021.00053
Eman Abdullah AlOmar, Wajdi Aljedaani, Murtaza Tamjeed, Mohamed Wiem Mkaouer, and Yasmine N. El-Glaly. 2021. Finding the Needle in a Haystack: On the Automatic Identification of Accessibility User Reviews. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems (Yokohama, Japan) (CHI ’21). Association for Computing Machinery, New York, NY, USA, Article 387, 15 pages. DOI: 10.1145/3411764.3445281
Abdulaziz Alshayban and Sam Malek. 2022. AccessiText: automated detection of text accessibility issues in Android apps. In Proceedings of the 30th ACM Joint European Software Engineering Conference and Symposium on the Foundations of Software Engineering (Singapore, Singapore) (ESEC/FSE 2022). Association for Computing Machinery, New York, NY, USA, 984–995. DOI: 10.1145/3540250.3549118
Asm Iftekhar Anam and Mohammed Yeasin. 2013. Accessibility in smartphone applications: what do we learn from reviews?. In Proceedings of the 15th International ACM SIGACCESS Conference on Computers and Accessibility (Bellevue, Washington) (ASSETS ’13). Association for Computing Machinery, New York, NY, USA, Article 35, 2 pages. DOI: 10.1145/2513383.2513421
Google Android. 2024. Build accessible apps. [link]
Apple. 2024. Accessibility. [link]
BBC. 2024. The BBC Standards and Guidelines for Mobile Accessibility. [link]
Governo Eletrônico Brasileiro. 2014. eMAG Modelo de Acessibilidade em Governo Eletrônico. [link]
Erik Henrique Da Costa Nunes, Guilherme Vital Ribeiro, Ingrid Teixeira Monteiro, and Enyo Gonçalves. 2024. Digital Accessibility at the Brazilian Symposium on Human Factors in Computing Systems (IHC): An Updated Systematic Literature Review. In Proceedings of the XXII Brazilian Symposium on Human Factors in Computing Systems (Maceió,Brazil) (IHC ’23). Association for Computing Machinery, NewYork,NY, USA, Article 51, 15 pages. DOI: 10.1145/3638067.3638075
A. Di Sorbo, S. Panichella, C. V. Alexandru, C. A. Visaggio, and G. Canfora. 2017. SURF: Summarizer of User Reviews Feedback. In 2017 IEEE/ACM 39th International Conference on Software Engineering Companion (ICSE-C). 55–58. DOI: 10.1109/ICSE-C.2017.5
Paulo Sérgio Henrique Dos Santos, Alberto Dumont Alves Oliveira, Thais Bonjorni Nobre De Jesus, Wajdi Aljedaani, and Marcelo Medeiros Eler. 2024. Evolution may come with a price: analyzing user reviews to understand the impact of updates on mobile apps accessibility. In Proceedings of the XXII Brazilian Symposium on Human Factors in Computing Systems (Maceió, Brazil) (IHC ’23). Association for Computing Machinery, New York, NY, USA, Article 52, 11 pages. DOI: 10.1145/3638067.3638081
Jacek Dąbrowski, Emmanuel Letier, Anna Perini, and Angelo Susi. 2023. Mining and searching app reviews for requirements engineering: Evaluation and replication studies. Information Systems 114 (2023), 102181. DOI: 10.1016/j.is.2023.102181
Marcelo Medeiros Eler, Leandro Orlandin, and Alberto Dumont Alves Oliveira. 2019. Do Android app users care about accessibility? an analysis of user reviews on the Google play store. In Proceedings of the 18th Brazilian Symposium on Human Factors in Computing Systems (Vitória, Espírito Santo, Brazil) (IHC ’19). Association for Computing Machinery, New York, NY, USA, Article 23, 11 pages. DOI: 10.1145/3357155.3358477
Sandra Fabbri, Cleiton Silva, Elis Hernandes, Fábio Octaviano, André Di Thommazo, and Anderson Belgamo. 2016. Improvements in the StArt tool to better support the systematic review process. In Proceedings of the 20th International Conference on Evaluation and Assessment in Software Engineering (Limerick, Ireland) (EASE ’16). Association for Computing Machinery, New York, NY, USA, Article 21, 5 pages. DOI: 10.1145/2915970.2916013
Gartner. 2024. Developer Experience as a Key Driver of Productivity. [link]
Gartner. 2024. Diversity, Equity and Inclusion Resource Center. [link]
Gartner. 2024. Market Guide for Digital Accessibility. [link]
Gartner. 2024. What Generative AI Means for Business. [link]
Omar Haggag, John Grundy, Mohamed Abdelrazek, and Sherif Haggag. 2022. Better Addressing Diverse Accessibility Issues in Emerging Apps: A Case Study using COVID-19 Apps. In 2022 IEEE/ACM 9th International Conference on Mobile Software Engineering and Systems (MobileSoft). 50–61. DOI: 10.1145/3524613.3527817
Omar Haggag, John Grundy, and Rashina Hoda. 2024. Towards Enhancing Mobile App Reviews: A Structured Approach to User Review Entry, Analysis and Verification. In Proceedings of the 19th International Conference on Evaluation of Novel Approaches to Software Engineering Volume 1: ENASE. INSTICC, SciTePress, 598–604. DOI: 10.5220/0012701000003687
Omar Haggag, Sherif Haggag, John Grundy, and Mohamed Abdelrazek. 2021. COVID-19 vs Social Media Apps: Does Privacy Really Matter?. In 2021 IEEE/ACM 43rd International Conference on Software Engineering: Software Engineering in Society (ICSE-SEIS). 48–57. DOI: 10.1109/ICSE-SEIS52602.2021.00014
Pablo Jensen, Jean-Baptiste Rouquier, and Yves Croissant. 2009. Testing bibliometric indicators by their prediction of scientists promotions. Scientometrics 78, 3 (2009), 467 – 479. DOI: 10.1007/s11192-007-2014-3
H. Khalajzadeh, M. Shahin, H. O. Obie, P. Agrawal, and J. Grundy. 2023. Supporting Developers in Addressing Human-Centric Issues in Mobile Apps. IEEE Transactions on Software Engineering 49, 04 (apr 2023), 2149–2168. DOI: 10.1109/TSE.2022.3212329
Urvashi Kishnani, Naheem Noah, Sanchari Das, and Rinku Dewri. 2023. Assessing Security, Privacy, User Interaction, and Accessibility Features in Popular E-Payment Applications. In Proceedings of the 2023 European Symposium on Usable Security (Copenhagen, Denmark) (EuroUSEC ’23). Association for Computing Machinery, New York, NY, USA, 143–157. DOI: 10.1145/3617072.3617102
B Kitchenham and S Charters. 2007. Guidelines for performing systematic literature reviews in software engineering. Technical Report. Technical report, EBSE Technical Report EBSE-2007-01. [link].
M. M. Lehman. 1996. Laws of software evolution revisited. In Software Process Technology, Carlo Montangero (Ed.). Springer Berlin Heidelberg, Berlin, Heidelberg, 108–124.
Xiaozhou Li, Zheying Zhang, and Kostas Stefanidis. 2018. Mobile App Evolution Analysis Based on User Reviews. In SoMeT.
Siti Ummi Masruroh, Nanda Alivia Rizqy Vitalaya, Husni Teja Sukmana, Imam Subchi, Dewi Khairani, and Yusuf Durachman. 2022. Evaluation of Usability and Accessibility of Mobile Application for People with Disability: Systematic Literature Review. In 2022 International Conference on Science and Technology (ICOSTECH). 1–7. DOI: 10.1109/ICOSTECH54296.2022.9829134
Zulfiqar Ali Memon, Nida Munawar, and Maha Kamal. 2023. App store mining for feature extraction: analyzing user reviews. Acta Scientiarum. Technology 46, 1 (Nov. 2023), e62867. DOI: 10.4025/actascitechnol.v46i1.62867
A. Miller. 2018. Text Mining Digital Humanities Projects: Assessing Content Analysis Capabilities of Voyant Tools. Journal of Web Librarianship 12, 3 (2018), 169–197. DOI: 10.1080/19322909.2018.1479673 arXiv: [link]
Akihiro Miyata, Kazuki Okugawa, Yuki Yamato, Tadashi Maeda, Yusaku Murayama, Megumi Aibara, Masakazu Furuichi, and Yuko Murayama. 2021. A Crowdsourcing Platform for Constructing Accessibility Maps Supporting Multiple Participation Modes. In Extended Abstracts of the 2021 CHI Conference on Human Factors in Computing Systems (conf-loc, cityYokohama/city, country Japan/country, /conf-loc) (CHI EA ’21). Association for Computing Machinery, New York, NY, USA, Article 419, 6 pages. DOI: 10.1145/3411763.3451688
Alberto Dumont Alves Oliveira, Paulo Sérgio Henrique Dos Santos, Wilson Estécio Marcílio Júnior, Wajdi M Aljedaani, Danilo Medeiros Eler, and Marcelo Medeiros Eler. 2023. Analyzing Accessibility Reviews Associated with Visual Disabilities or Eye Conditions. In Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems (Hamburg, Germany) (CHI ’23). Association for Computing Machinery, New York, NY, USA, Article 37, 14 pages. DOI: 10.1145/3544548.3581315
Achraf Othman, Amira Dhouib, and Aljazi Nasser Al Jabor. 2023. Fostering websites accessibility: A case study on the use of the Large Language Models ChatGPT for automatic remediation. In Proceedings of the 16th International Conference on PErvasive Technologies Related to Assistive Environments (confloc, cityCorfu/city, countryGreece/country, /conf-loc) (PETRA ’23). Association for Computing Machinery, New York, NY, USA, 707–713. DOI: 10.1145/3594806.3596542
F. Palomba, M. Linares-Vásquez, G. Bavota, R. Oliveto, M. Di Penta, D. Poshyvanyk, and A. De Lucia. 2015. User reviews matter! Tracking crowdsourced reviews to support evolution of successful apps. In 2015 IEEE International Conference on Software Maintenance and Evolution (ICSME). 291–300. DOI: 10.1109/ICSM.2015.7332475
Fabio Palomba, Mario Linares-Vásquez, Gabriele Bavota, Rocco Oliveto, Massimiliano Di Penta, Denys Poshyvanyk, and Andrea De Lucia. 2018. Crowdsourcing user reviews to support the evolution of mobile apps. Journal of Systems and Software 137 (2018), 143 – 162. DOI: 10.1016/j.jss.2017.11.043
Justin Paul and Alex Rialp Criado. 2020. The art of writing literature review: What do we know and what do we need to know? International Business Review 29, 4 (2020), 101717. DOI: 10.1016/j.ibusrev.2020.101717
L. Pelloni, G. Grano, A. Ciurumelea, S. Panichella, F. Palomba, and H. C. Gall. 2018. BECLoMA: Augmenting stack traces with user review information. In 2018 IEEE 25th International Conference on Software Analysis, Evolution and Reengineering (SANER). 522–526. DOI: 10.1109/SANER.2018.8330252
Jose E. Reyes Arias, Kale Kurtzhall, Di Pham, Mohamed Wiem Mkaouer, and Yasmine N. Elglaly. 2022. Accessibility Feedback in Mobile Application Reviews: A Dataset of Reviews and Accessibility Guidelines. In Extended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems (New Orleans, LA, USA) (CHI EA ’22). Association for Computing Machinery, New York, NY, USA, Article 293, 7 pages. DOI: 10.1145/3491101.3519625
Ana Carolina Rodrigues Lima De Aguiar, Lucas Eduardo Melo Alves, Felipe Melo Feliciano De Sá, and Yuska Paola Costa Aguiar. 2024. What do Portuguese-Libras automatic translation application users care about? An analysis of user comments to improve application accessibility by the quality assurance team. In Proceedings of the XI Latin American Conference on Human Computer Interaction (Puebla, Mexico) (CLIHC ’23). Association for Computing Machinery, New York, NY, USA, Article 26, 4 pages. DOI: 10.1145/3630970.3631069
Mara Taynar Santiago and Anna Beatriz Marques. 2022. Are user reviews useful for identifying accessibility issues that autistic users face? an exploratory study. In Proceedings of the 21st Brazilian Symposium on Human Factors in Computing Systems (Diamantina, Brazil) (IHC ’22). Association for Computing Machinery, New York, NY, USA, Article 6, 11 pages. DOI: 10.1145/3554364.3559114
Section508. 2024. General Services Administration. [link]
Luis André da Silveira, Wajdi Aljedaani, and Marcelo M. Eler. 2024. Strategic Insights into Integrating Accessibility in Software Development: Motivations, Barriers, Commitments, and Business Value. In Proceedings of the Brazilian Symposium on Human Factors (IHC). ACM, 1–14.
Maryam Taeb, Amanda Swearngin, Eldon Schoop, Ruijia Cheng, Yue Jiang, and Jeffrey Nichols. 2024. AXNav: Replaying Accessibility Tests from Natural Language. In Proceedings of the CHI Conference on Human Factors in Computing Systems (conf-loc, cityHonolulu/city, stateHI/state, country USA/country, /conf-loc) (CHI ’24). Association for Computing Machinery, New York, NY, USA, Article 962, 16 pages. DOI: 10.1145/3613904.3642777
ADA U.S. 2024. Department of Justice Civil Rights Division Business That Are Open to the Public. [link]
W3C. 2024. Accessibility. [link]
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Published
2024-11-07
How to Cite
OLIVEIRA, Alberto Dumont Alves; ELER, Marcelo Medeiros.
Exploring Accessibility of Mobile Applications Through User Feedback: Insights from App Reviews in a Systematic Literature Review. In: BRAZILIAN SYMPOSIUM ON HUMAN FACTORS IN COMPUTATIONAL SYSTEMS (IHC), 23. , 2024, Brasília/DF.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2024
.
p. 633-647.
