How Can User Reviews Support Learning from Experience? An Interactive Tool to Guide Accessibility in Mobile Applications
Abstract
Introduction: Mobile applications are integral to daily life, yet designing accessible apps for users with disabilities remains challenging. While standards such as the Web Content Accessibility Guidelines (WCAG) exist, their complexity often limits adoption in fast-paced development. Objective: This paper presents A11YRevGuide (Accessibility User Reviews Guide), an interactive tool that links mobile accessibility guidelines with real user experiences from app store reviews. Methodology: Using the BBC Mobile Accessibility Guidelines, it organizes feedback into topics, enabling exploration of reported barriers and effective practices. Results: Visualizations such as tree diagrams, cards, and tables, combined with manual review analysis, connect formal guidance with lived experience. The tool supports inclusive app design, complements technical documentation with user evidence, and aligns with GranDIHC-BR 2025–2035 (Grand Challenge GC1).
Keywords:
Mobile Accessibility, User Reviews Analysis, Accessibility Guidelines, Inclusive App Design, Information Visualization
References
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Campos, A. E. e Zaina, L. (2024). Ux-rivis: Visualization of information about ux data based on app reviews. In Proceedings of the XXIII Brazilian Symposium on Human Factors in Computing Systems, pages 1–13. DOI: 10.1145/3702038.3702087.
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Chen, S., Chen, C., Fan, L., Fan, M., Zhan, X., e Liu, Y. (2022). Accessible or not? an empirical investigation of android app accessibility. IEEE Transactions on Software Engineering, 48(10):3954–3968. DOI: 10.1109/TSE.2021.3108162.
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Hedegaard, S. e Simonsen, J. G. (2013). Extracting usability and user experience information from online user reviews. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, pages 2089–2098. DOI: 10.1145/2470654.2481286.
Iacob, C. e Harrison, R. (2013). Retrieving and analyzing mobile apps feature requests from online reviews. In 2013 10th Working Conference on Mining Software Repositories (MSR), pages 41–44. DOI: 10.1109/MSR.2013.6624001.
Iacob, C., Harrison, R., e Faily, S. (2014). Online reviews as first class artifacts in mobile app development. In Memmi, G. e Blanke, U., editors, Mobile Computing, Applications, and Services, pages 47–53, Cham. Springer International Publishing. DOI: 10.1007/978-3-319-05452-0_4.
Inal, Y. (2024). I feel for you! the effect of empathy exercises on accessibility awareness. Universal Access in the Information Society. DOI: 10.1007/s10209-023-01081-z.
Inal, Y. e Cagiltay, N. (2024). Empathy development in digital accessibility through real-life practices in a programming course: A case study. In Nordic Conference on Human-Computer Interaction, NordiCHI 2024, New York, NY, USA. Association for Computing Machinery. DOI: 10.1145/3679318.3685482.
Li, X., Zhang, Z., e Stefanidis, K. (2018). Mobile app evolution analysis based on user reviews. In SoMeT. DOI: 10.3233/978-1-61499-900-3-773.
Liu, T., Wang, C., Huang, K., Liang, P., Zhang, B., Daneva, M., e van Sinderen, M. (2023). Rosematcher: Identifying the impact of user reviews on app updates. Information and Software Technology. DOI: 10.48550/arXiv.2210.10223.
McIlroy, S., Ali, N., e Hassan, A. E. (2016). Fresh apps: an empirical study of frequently-updated mobile apps in the google play store. Empirical Software Engineering, 21(3):1346–1370. DOI: 10.1007/s10664-015-9388-2.
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Oliveira, A. D. A., Dos Santos, P. S. H., Marcílio Júnior, W. E., Aljedaani, W. M., Eler, D. M., e Eler, M. M. (2023). Analyzing accessibility reviews associated with visual disabilities or eye conditions. In Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems, CHI ’23, New York, NY, USA. Association for Computing Machinery. DOI: 10.1145/3544548.3581315.
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Oliveira, A. D. A., Santos, P. S. H. d., Aljedaani, W., e Eler, M. M. (2024). Exploring the infuence of software evolution on mobile app accessibility: Insights from user reviews. Journal of the Brazilian Computer Society, 30(1):584–607. DOI: 10.5753/jbcs.2024.4321.
Oliveira, G. e Monteiro, I. (2023). Development and evaluation of the plugin for fgma for accessibility documentation for interfaces - dai. In Anais do XXII Simpósio Brasileiro sobre Fatores Humanos em Sistemas Computacionais, Porto Alegre, RS, Brasil. SBC. DOI: 10.1145/3638067.3638102.
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Pagano, D. e Maalej, W. (2013). User feedback in the appstore: An empirical study. In 2013 21st IEEE International Requirements Engineering Conference (RE), pages 125–134. DOI: 10.1109/RE.2013.6636712.
Palomba, F., Linares-Vásquez, M., Bavota, G., Oliveto, R., Penta, M. D., Poshyvanyk, D., e Lucia, A. D. (2015). User reviews matter! tracking crowdsourced reviews to support evolution of successful apps. In 2015 IEEE International Conference on Software Maintenance and Evolution (ICSME), pages 291–300. DOI: 10.1109/ICSM.2015.7332475.
Palomba, F., Linares-Vásquez, M., Bavota, G., Oliveto, R., Penta, M. D., Poshyvanyk, D., e Lucia, A. D. (2018). Crowdsourcing user reviews to support the evolution of mobile apps. Journal of Systems and Software, 137:143 – 162. DOI: 10.1016/j.jss.2017.11.043.
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Park, K., Goh, T., e So, H.-J. (2014). Toward accessible mobile application design: developing mobile application accessibility guidelines for people with visual impairment. In Proceedings of HCI Korea, pages 31–38. [link].
Pelloni, L., Grano, G., Ciurumelea, A., Panichella, S., Palomba, F., e Gall, H. C. (2018). Becloma: Augmenting stack traces with user review information. In 2018 IEEE 25th International Conference on Software Analysis, Evolution and Reengineering (SANER), pages 522–526. DOI: 10.1109/SANER.2018.8330252.
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Aljedaani, W., Alkahtani, M., Ludi, S., Mkaouer, M. W., Eler, M. M., Kessentini, M., e Ouni, A. (2023). The state of accessibility in blackboard: Survey and user reviews case study. In Proceedings of the 20th International Web for All Conference, W4A ’23, page 84–95, New York, NY, USA. Association for Computing Machinery. DOI: 10.1145/3587281.3587291.
Alshayban, A., Ahmed, I., e Malek, S. (2020). Accessibility issues in android apps: state of affairs, sentiments, and ways forward. In 2020 IEEE/ACM 42nd International Conference on Software Engineering (ICSE), pages 1323–1334. IEEE. DOI: 10.1145/3377811.3380392.
Android (2025). Acessibilidade. [link]. Accessed: January 01, 2025.
Apple (2025). Acessibilidade. [link]. Accessed: May 11, 2025.
BBC (2025). The bbc standards and guidelines for mobile accessibility. [link]. Accessed: January 01, 2025.
Campos, A. E. e Zaina, L. (2024). Ux-rivis: Visualization of information about ux data based on app reviews. In Proceedings of the XXIII Brazilian Symposium on Human Factors in Computing Systems, pages 1–13. DOI: 10.1145/3702038.3702087.
Campos, A. E. S. (2023). Ux-rivis: Visualização da informação sobre dados de ux baseado em revisões de aplicativos. Dissertação de mestrado em ciência da computação, Universidade Federal de São Carlos, São Carlos, SP. [link]. Accessed: June 18, 2025.
Card, S. K., Mackinlay, J., e Shneiderman, B. (1999). Readings in information visualization: using vision to think. Morgan Kaufmann. [link].
Chen, S., Chen, C., Fan, L., Fan, M., Zhan, X., e Liu, Y. (2022). Accessible or not? an empirical investigation of android app accessibility. IEEE Transactions on Software Engineering, 48(10):3954–3968. DOI: 10.1109/TSE.2021.3108162.
Ciurumelea, A., Schaufelbühl, A., Panichella, S., e Gall, H. C. (2017). Analyzing reviews and code of mobile apps for better release planning. In 2017 IEEE 24th International Conference on Software Analysis, Evolution and Reengineering (SANER), pages 91–102. DOI: 10.1109/SANER.2017.7884612.
da Silva Junior, D. P., Alves, D. D., Carneiro, N., Matos, E. d. S., Baranauskas, M. C. C., e Mendoza, Y. L. M. (2024). GranDIHC-BR 2025-2035 - GC1: New Theoretical and Methodological Approaches in HCI. In Proceedings of the XXIII Brazilian Symposium on Human Factors in Computing Systems (IHC ’24), New York, NY, USA. Association for Computing Machinery. DOI: 10.1145/3702038.3702054.
Di Sorbo, A., Panichella, S., Alexandru, C. V., Visaggio, C. A., e Canfora, G. (2017). Surf: Summarizer of user reviews feedback. In 2017 IEEE/ACM 39th International Conference on Software Engineering Companion (ICSE-C), pages 55–58. DOI: 10.1109/ICSE-C.2017.5.
Dos Santos, P. S. H., Oliveira, A. D. A., De Jesus, T. B. N., Aljedaani, W., e Eler, M. M. (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, IHC ’23, New York, NY, USA. Association for Computing Machinery. DOI: 10.1145/3638067.3638081.
Dos Santos, P. S. H. P., Oliveira, A. D. A., e Eler, M. M. (2025). Why are accessibility app reviews rare? exploring motivations, barriers and opportunities among users with disabilities. In Proceedings of the 20th IFIP TC13 International Conference on Human-Computer Interaction (INTERACT 2025), Belo Horizonte, Minas Gerais, Brazil. Springer. [link]. Accessed: August 19, 2025.
Eler, M. M., Rojas, J. M., Ge, Y., e Fraser, G. (2018). Automated accessibility testing of mobile apps. In 2018 IEEE 11th International Conference on Software Testing, Verification and Validation (ICST), pages 116–126. IEEE. DOI: 10.1109/ICST.2018.00021.
Filipe, F., Pires, I. M., e Gouveia, A. J. (2023). Why web accessibility is important for your institution. Procedia Computer Science, 219:20–27. CENTERIS – International Conference on ENTERprise Information Systems/ProjMAN – International Conference on Project MANagement/HCist – International Conference on Health and Social Care Information Systems and Technologies. DOI: 10.1016/j.procs.2023.01.259.
Google (2025). Material design. [link]. Accessed: February 02, 2025.
Google LLC (2025). Google play user content and comment posting policy. [link]. Accessed: January 01, 2025.
Guzman, E., Bhuvanagiri, P., e Bruegge, B. (2014). Fave: Visualizing user feedback for software evolution. In 2014 Second IEEE working conference on software visualization, pages 167–171. IEEE. DOI: 10.1109/VISSOFT.2014.33.
Hedegaard, S. e Simonsen, J. G. (2013). Extracting usability and user experience information from online user reviews. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, pages 2089–2098. DOI: 10.1145/2470654.2481286.
Iacob, C. e Harrison, R. (2013). Retrieving and analyzing mobile apps feature requests from online reviews. In 2013 10th Working Conference on Mining Software Repositories (MSR), pages 41–44. DOI: 10.1109/MSR.2013.6624001.
Iacob, C., Harrison, R., e Faily, S. (2014). Online reviews as first class artifacts in mobile app development. In Memmi, G. e Blanke, U., editors, Mobile Computing, Applications, and Services, pages 47–53, Cham. Springer International Publishing. DOI: 10.1007/978-3-319-05452-0_4.
Inal, Y. (2024). I feel for you! the effect of empathy exercises on accessibility awareness. Universal Access in the Information Society. DOI: 10.1007/s10209-023-01081-z.
Inal, Y. e Cagiltay, N. (2024). Empathy development in digital accessibility through real-life practices in a programming course: A case study. In Nordic Conference on Human-Computer Interaction, NordiCHI 2024, New York, NY, USA. Association for Computing Machinery. DOI: 10.1145/3679318.3685482.
Li, X., Zhang, Z., e Stefanidis, K. (2018). Mobile app evolution analysis based on user reviews. In SoMeT. DOI: 10.3233/978-1-61499-900-3-773.
Liu, T., Wang, C., Huang, K., Liang, P., Zhang, B., Daneva, M., e van Sinderen, M. (2023). Rosematcher: Identifying the impact of user reviews on app updates. Information and Software Technology. DOI: 10.48550/arXiv.2210.10223.
McIlroy, S., Ali, N., e Hassan, A. E. (2016). Fresh apps: an empirical study of frequently-updated mobile apps in the google play store. Empirical Software Engineering, 21(3):1346–1370. DOI: 10.1007/s10664-015-9388-2.
Munzner, T. (2014). Visualization analysis and design. CRC Press, Boca Raton, FL, 1 edition. DOI: 10.1201/b17511.
Nayebi, M., Adams, B., e Ruhe, G. (2016). Release practices for mobile apps – what do users and developers think? In 2016 IEEE 23rd International Conference on Software Analysis, Evolution, and Reengineering (SANER), volume 1, pages 552–562. DOI: 10.1109/SANER.2016.116.
Nunes, E. H. d. C. (2025). Design e avaliação de um guia para acessibilidade em dispositivos móveis com a ABNT NBR 17060. Master’s thesis, Universidade Federal do Ceará, Campus de Quixadá, Programa de Pós-Graduação em Computação, Quixadá. Ilustrações coloridas. Orientação: Profa. Dra. Ingrid Teixeira Monteiro; Coorientação: Prof. Dr. Luiz David Sales de Paula Campelo. [link]. Accessed: May 18, 2025.
Oliveira, A. D. A. (2024). Avaliação de acessibilidade digital em aplicativos móveis a partir de revisões de usuários com deficiência visual na google play store. Tese de doutorado, Escola de Artes, Ciências e Humanidades (EACH), Universidade de São Paulo (USP), [São Paulo, SP]. [link]. Accessed: March 11, 2025.
Oliveira, A. D. A., Dos Santos, P. S. H., Marcílio Júnior, W. E., Aljedaani, W. M., Eler, D. M., e Eler, M. M. (2023). Analyzing accessibility reviews associated with visual disabilities or eye conditions. In Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems, CHI ’23, New York, NY, USA. Association for Computing Machinery. DOI: 10.1145/3544548.3581315.
Oliveira, A. D. A., Freire, A. P., e Eler, M. M. (2020). Web accessibility evolution in the brazilian government. In XVI Brazilian Symposium on Information Systems, SBSI’20, New York, NY, USA. Association for Computing Machinery. DOI: 10.1145/3411564.3411656.
Oliveira, A. D. A., Santos, P. S. H. d., Aljedaani, W., e Eler, M. M. (2024). Exploring the infuence of software evolution on mobile app accessibility: Insights from user reviews. Journal of the Brazilian Computer Society, 30(1):584–607. DOI: 10.5753/jbcs.2024.4321.
Oliveira, G. e Monteiro, I. (2023). Development and evaluation of the plugin for fgma for accessibility documentation for interfaces - dai. In Anais do XXII Simpósio Brasileiro sobre Fatores Humanos em Sistemas Computacionais, Porto Alegre, RS, Brasil. SBC. DOI: 10.1145/3638067.3638102.
Oliveira, V. e Silva, V. (2012). escanner: uma ferramenta para validação de páginas web segundo o e-mag - modelo de acessibilidade de governo eletrônico. In Anais do IV Workshop de Computação Aplicada em Governo Eletrônico, pages 1–8, Porto Alegre, RS, Brasil. SBC. [link]. Accessed: March 05, 2025.
Othman, A., Dhouib, A., e Nasser Al Jabor, A. (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, PETRA ’23, page 707–713, New York, NY, USA. Association for Computing Machinery. DOI: 10.1145/3594806.3596542.
Pagano, D. e Maalej, W. (2013). User feedback in the appstore: An empirical study. In 2013 21st IEEE International Requirements Engineering Conference (RE), pages 125–134. DOI: 10.1109/RE.2013.6636712.
Palomba, F., Linares-Vásquez, M., Bavota, G., Oliveto, R., Penta, M. D., Poshyvanyk, D., e Lucia, A. D. (2015). User reviews matter! tracking crowdsourced reviews to support evolution of successful apps. In 2015 IEEE International Conference on Software Maintenance and Evolution (ICSME), pages 291–300. DOI: 10.1109/ICSM.2015.7332475.
Palomba, F., Linares-Vásquez, M., Bavota, G., Oliveto, R., Penta, M. D., Poshyvanyk, D., e Lucia, A. D. (2018). Crowdsourcing user reviews to support the evolution of mobile apps. Journal of Systems and Software, 137:143 – 162. DOI: 10.1016/j.jss.2017.11.043.
Panichella, S., Sorbo, A. D., Guzman, E., Visaggio, C. A., Canfora, G., e Gall, H. C. (2015). How can i improve my app? classifying user reviews for software maintenance and evolution. In 2015 IEEE International Conference on Software Maintenance and Evolution (ICSME), pages 281–290. DOI: 10.1109/ICSM.2015.7332474.
Park, K., Goh, T., e So, H.-J. (2014). Toward accessible mobile application design: developing mobile application accessibility guidelines for people with visual impairment. In Proceedings of HCI Korea, pages 31–38. [link].
Pelloni, L., Grano, G., Ciurumelea, A., Panichella, S., Palomba, F., e Gall, H. C. (2018). Becloma: Augmenting stack traces with user review information. In 2018 IEEE 25th International Conference on Software Analysis, Evolution and Reengineering (SANER), pages 522–526. DOI: 10.1109/SANER.2018.8330252.
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Published
2025-09-08
How to Cite
OLIVEIRA, Alberto Dumont Alves; CAMPOS, Ariel Emanuel Sebastian; ZAINA, Luciana Aparecida Martinez; ELER, Marcelo Medeiros.
How Can User Reviews Support Learning from Experience? An Interactive Tool to Guide Accessibility in Mobile Applications. In: BRAZILIAN SYMPOSIUM ON HUMAN FACTORS IN COMPUTATIONAL SYSTEMS (IHC), 24. , 2025, Belo Horizonte/MG.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2025
.
p. 632-654.
DOI: https://doi.org/10.5753/ihc.2025.10961.
