Glossary » complaint tracking
taking user complaints and categorizing them for later followup in improving a user interface. Particularly common for websites, where complaints usually arrive through email and may come in large numbers. Complaints are categorized and prioritized (in a kind of triage system) so that major bugs are addressed rapidly. Trends in complaints help identify system weaknesses or usability problems. In a perfect world, a design is tested with users long before it is used in the field, so complaints should be rare, but even fully tested sites may have problems that are either non-obvious in a lab setting or only a problem for a demographic that wasn’t tested.