Agile approaches can present processes in which involving end-users and handling user feedback can become a complex task. Companies do not want end-users to give their valuable time and feedback if at the end it is going to end up as another item in the endless to-do list of the development project.

During this graduation project, I have explored how can end-users be better involved in the development process, and how should the involvement be planned so that essential feedback is gathered and effectively put into use, and shared with end-users.

As a Case Study, I collaborated with the AerData, a software company located in The Netherlands, which develops sets of software for the aviation industry. AerData was experiencing similar problems to the ones that many other Agile companies have when dealing with user integration. The research of this project explores user involvement in Agile environment from several perspectives. The phases of the research comprise: A) a literature review of Agile and User-Centered Design, the main problem of their integration as well as the current existing solutions where Agile and User-Centered Design are successfully combined. B) an analysis of how AerData is applying Agile, and how they are involving users for the creation of the Product Backlog, and how the users experience the involvement. C) An exploration of which information is gathered during the involvement, and how this information is being integrated in the Sprint activities. D) an overview of what areas a high-quality user involvement should address.

After the research was performed, several ideations were made, that were targeting different phases of the user involvement process. These ideas were followed by evaluation sessions with the team members and with the end-users, where the process, the tools needed, the interaction qualities, the steps and the stakeholders were refined.

With all these information, a final design was proposed to AerData: The User Coach for Agile Companies. This process and set of methods comprises all the phases that the company should follow in order to plan and prepare the customer event, gather feedback during the customer event, and analyse the feedback so it can be shared with the end-users and with the development team, until it is finally implemented. The User Coach provides with an explanatory booklet of the process, the templates needed for each phase, and consultation cards that will coach the team members in giving the information needed to achieve the goal of each session. Ultimately, the goal is to allow the team members and end-users to keep track of the feedback and create a connection among them.

In general, the process allows AerData and Agile companies to improve the experience regarding the user involvement, and the relationship with the end-users. Further research should be done regarding the dynamics revolving around the categorized and online feedback, its maintenance and prioritization. A final evaluation should be made in order to understand the relationship among each of the phases and the results obtained with the development activities, and to finally undercover its tangible benefits.