Examining User Complaints of Wearable Apps:A Case Study on Android Wear
Mobile
apps are very popular and have been the focus ofnumerous studies in recent
years [19], [24]. A fundamentalchange introduced by mobile apps is the way that
they arereleased to users, which is through app stores. App storesallow users
to directly provide feedback on the mobile appsthrough user reviews. Although
these user reviews were meantto simply provide feedback about the apps, they
proved to bemuch more useful. For example, studies have shown that theycan be
used to understand user problems so that developerscan avoid low ratings, which
can have a major impact on theapp’s user base and revenues [12], [14],
[25].More recently, wearable devices have been introduced,which complement
handheld devices. Wearable devices i.e.,smart watches and fitness trackers, are
becoming increasinglypopular and are expected to reach 101 million devices
by2020 [6]. Wearable devices provide developers with accessto unique sensors
that can be used to enhance the user experi-ence [2]. As such, developers began
to develop apps that arespecifically designed to run on these wearable devices,
calledwearable apps. Wearable apps are different than handheldapps that run on
mobile phones since they 1) often are verylightweight (resources wise), 2)
meant to run on very smallscreens, 3) have access to a different set of
sensors, and 4)heavily depend on the mobile device to perform the majority
ofthe heavy processing. However, wearable devices have uniquecharacteristics
that pose challenges when compared to otherplatforms or devices [26]. To the
best of our knowledge, veryfew studies have focused on wearable apps to
date.Therefore, similar to the prior studies on (handheld) mobileapp reviews
[13], [15], [17], [28], we also investigate usercomplaints but our study
focuses on complaints from users ofwearable apps. To perform our study, we
manually classify589 reviews belonging to 6 wearable apps. The reviews
weretagged by the first two authors of the paper and groupedinto 15 different
categories. For each category, we measuredthe frequency of the complaints.
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