The Psychology Behind Bug Reporting: Understanding User Behavior

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Bug reporting is an integral part of the software development process. It not only helps in identifying and fixing issues but also contributes to the overall success of a software product by improving quality, user experience, and developer efficiency. 

Who most often reports bugs to developers? You're probably thinking it's the QA department. But what if we told you that very often, the leading providers of bug reports are app users? The intermediaries, in this case, are the support department, which puts out the fire and formalizes user complaints into informative and understandable bug reports. So, let's take a closer look at this phenomenon.

Psychological Aspects Of Users Reporting Bugs

The psychological aspects of users reporting bugs in software can be pretty complex and are influenced by various factors, including user emotions, expectations, and their perception of the software. Here are some psychological aspects to consider:

• Frustration and Annoyance. Users often encounter bugs when the software doesn't behave as expected. This can lead to frustration and annoyance, influencing how they report the bug. They might use emotional language or be less patient in their descriptions.
• Expectation Violation. Users expect how software should work based on their previous experiences or marketing promises. When a bug disrupts these expectations, it can lead to disappointment or confusion.
• Perceived Impact. Users may evaluate the impact of a bug on their overall experience. Minor bugs might be tolerated, while significant or recurring issues can lead to a negative perception of the software and the development team.
• Communication Style. Users vary in their communication style. Some may provide detailed and well-structured bug reports, while others use informal or vague language. Understanding these different communication styles is vital for developers when interpreting bug reports.
• Empowerment. Reporting a bug can empower users as they contribute to improving the software. This can lead to a sense of ownership and engagement in the software's development process.
• Trust and Expectation for Resolution. Users may have different levels of trust in the development team's ability to address reported bugs. A history of prompt bug fixes can build trust, while unresolved issues can erode it.
• Feedback Loop. Users who receive acknowledgment and updates on the status of their bug reports are more likely to feel engaged and valued. This feedback loop can positively affect their perception of the software and the development team.
• User Skill Level. The technical proficiency of users can affect how they report bugs. Tech-savvy users might provide more technical details, while less experienced users may struggle to articulate their issues accurately.
• Social Influence. The experiences and opinions of others might influence users. If they see others reporting similar issues or expressing frustration, they may be more motivated to write their bugs.
• Motivation to Contribute. Some users report bugs out of a desire to contribute to the software's improvement, while others do it purely to have their problems solved. Understanding the motivation behind bug reports can help developers better respond to them.
• User Loyalty. Users who have a solid attachment to the software or brand may be more forgiving of bugs, but they may also have higher expectations for bug resolution.

 Taking all these factors into account, you can even turn an unpleasant situation when a user suddenly encounters a bug while working with the app to your advantage and benefit from it.

Starting from promotional bonuses that a company can provide to users as a thank you for building a reputation of a company that is constantly in dialogue with its users and is ready to admit its mistakes. Loyalty and service are essential components of a positive brand image. 

Best Practices for Bug Reporting

Okay, we've already figured out that users report bugs chaotically, not clearly, and the task of the support manager is to transform the flow of words into an informative bug report so that developers can reproduce it and fix it.

What is needed for this? Two components:

➡️soft skills of a support department specialist who can break down the user's bug qualitatively.

➡️an app that helps to make the bug report as informative and accurate as possible.

We can't help you with soft skills. It all depends on the person 🙂. But we can help with the technical component. 

Issue Creator for Jira Cloud is an extension for the Google Chrome browser that combines a set of tools for creating visual feedback and bug reports: 

1. Annotation tool + screenshot creation for Jira issue. Display the user's bug report visually - annotate screenshots that will be added to the Jira issue immediately.
2. Didn't have time to set tasks? Everything is saved in the draft.
3. Screen recorder. If you can't show the bug statically, you can record a video of the screen + voice it. And yes, the video will be automatically added to the Jira issue.
4. Web editor. Have any comments from users about the UI|UX? Experiment with the look of the web page using this tool by moving, duplicating, deleting web elements, or changing their style altogether. Screen everything, and it will be the best illustration of what, how, and where to change in the design.

Using Issue Creator, you can quickly transform user requests into bug reports and visual feedback as a Jira issue. No need for 3-4 separate addons for different needs. It's all in one. It's like a Swiss knife, by the way, and the reliability is the same 😉.

So, we invite you to use it and appreciate all its benefits. 

From now on, this Google Chrome extension is free for teams of up to 10 users! Get your 30-day trial period and take your bug report creation to new, productive heights.

We are waiting for you at SaaSJet!