Table of Contents

A number of our publications related to the Soft Reliability project are listed below.

Soft Reliability Defined

The following papers introduce and characterize the nature of Soft Reliability, highlight the relevance of the problem, and outline possible solutions to tackle the challenges.

Diversity in User Experience

Diversity in user experience is one reason that expectations of customers are not met while products may be fully functioning. More information on this research can be found in the following publications and on

Quality Analysis and Improvement in New Product Development

An obvious measure of Soft Reliability problems in the field is the large and rapidly increasing share of reported user complaints that cannot be attributed to any violation of products’ technical specifications. Nonetheless, current operational quality analysis and evaluation methods are not user focused and hence such field reports cannot be utilized to improve the quality of products and processes. The following papers present how to model and implement Soft Reliability, based on user feedback, in New Product Development processes.

Behavioral and Attitudinal Data Collection and Analysis

In our Soft Reliability project we develop an evaluation ecology that enables the anticipation of product use by gathering behavioral and attitudinal data early in the product development process. The following papers describe the overall framework and report on case studies where the framework has been applied.

More details on the technical architecture of the D’PUIS data collection framework can be found in the following papers.

For data analysis we employ process mining techniques and we specifically exploit semantic annotations of the collected data. For related publications on process mining see the following papers and our website