Speech Transcript - How to not report your UX bug

0:00:11	one
0:00:12	as they've it's adam again it's mine's
0:00:17	and
0:00:19	might all not report your you expert
0:00:22	and there are a couple of things about the title of the stock
0:00:26	and the first one is that it
0:00:28	based on my master's thesis so everything i'm gonna talk about here on is based
0:00:33	on the research i do it it'd during my master's thesis
0:00:36	and the actual title of my thesis this
0:00:40	a bit longer than you know report your you expired it's something like support supporting
0:00:46	and user reporting of human computer interaction issues than open sort supper
0:00:50	and then read that this is not a what if i told you need to
0:00:54	do better than this
0:00:58	then and we ended up with how to not report on your you expired even
0:01:02	though the i'm gonna talk and not only about how not to do it but
0:01:06	also about how to do it based on what i've been looking into and what
0:01:11	i've been talking with people in the community
0:01:14	so let me introduce me so i'm gonna small
0:01:17	i got involved you know community last year this is my second product
0:01:23	i was and now for each in turn working the island
0:01:28	and big you works project a so i did a redesign for to use application
0:01:34	right now i'm contributing to the web seem and also to the marketing team and
0:01:38	i do a lot of work and that's
0:01:40	and as i said i did my master's thesis on
0:01:45	how to support on users in reporting on you what's buds on user interface bugs
0:01:51	user experience bugs that are actually helpful for designers actually visible for designers to work
0:01:58	so what i did something up and not gonna go into a lot of the
0:02:02	details of my research because they think that's gonna be boring it's a lot of
0:02:07	mythological stuff so what i did they did for interviews with us designers working in
0:02:12	and three an open source projects
0:02:14	and found that the door indignant project
0:02:17	and i also then an analysis of i hundred and forty seven bucks in big
0:02:23	numbers a lot
0:02:24	i will only but i don't are on usability and you why we the so
0:02:30	basically what we could roughly filter as our usability and you what buttons
0:02:37	based on that i came up with a couple findings about how are designers work
0:02:43	with on reports and how they tackle feedback how they used it's true to work
0:02:49	and an iterative designs and everything
0:02:52	and by analysing a couple but they could understand a bit how we doing you
0:02:57	experts apparently and
0:02:59	and by comparing this to what designers told me i can understand better on what
0:03:03	is the gaps that we're dealing with between what we were doing in what we
0:03:07	should do
0:03:10	so i'm gonna start with telling you guys why should you care why should you
0:03:13	care about reporting your you what's bugs in
0:03:17	well i mean why should you actually more about doing this
0:03:21	and there are two reasons that i would say it's very important for you to
0:03:25	report that's in a way that people can actually act upon this
0:03:29	i'm right i'm i'd like to remind that i'm talking about you what's bug so
0:03:34	i'm certainly arguments that are specific to this kind about
0:03:38	and also i'm calling this how to not reporting you want but i think this
0:03:42	is a top motes
0:03:43	what's more not only able bugs and but still itself about feedback on your legs
0:03:48	and then how you feel about the interfaces and the experience we have with interfaces
0:03:53	so the first reason is that
0:03:55	a lot of what we report "'em" but still and the feedback we both and
0:03:59	google pause or two meter or you what those we use this for design evaluation
0:04:05	for it are aiding and about winning hard designs are doing and how they are
0:04:10	attempting the users needs and
0:04:13	how exactly how our computer are we doing well with this actually attending the users
0:04:17	needs is it not so we can iterate in the design and fix it so
0:04:21	we can actually better serve our users
0:04:25	the next you should be comic
0:04:29	that i think it's a good example one why you should evaluate and be attentive
0:04:33	and concentrate about our users needs and
0:04:37	people about lighting in being cautious about your design pages
0:04:42	things on average think everybody that has been university can
0:04:48	and relate to this that you university website they're pretty much useless you can never
0:04:52	find what you need or if you can find you have to make it
0:04:56	small quest to find it
0:04:59	so i guess that's what happens and that happens because that
0:05:02	there is a considerable gap between what the person that is actually conceiving a design
0:05:09	and the person that is actually using the design this order person can see there
0:05:13	is a gap year and even not worth designs they study a lot and they
0:05:17	work i want to make this got them in as minimal as possible this it
0:05:22	there is there is going to be this gap and that's why it's really important
0:05:27	first to evaluate so we can understand the ways and people
0:05:30	they are using i mean
0:05:32	you never know when you do some usability testing or when you know
0:05:36	whatever kind of evaluation you never know you you're always surprised about how people appropriate
0:05:42	themselves of technology and the way is the you soft are always like i'd never
0:05:46	talked about using this a preferred to this thing and it's always amazing how unexpected
0:05:51	things from to come up come to surface when you when you without which are
0:05:55	designs with users
0:05:58	so about evaluation method itself
0:06:01	i think that most people want to talk about waiting on what they think about
0:06:06	usability testing straightaway it's the first thing that pops into amount i think people are
0:06:10	very passionate about usability testing they really enjoyed and
0:06:16	the first thing that comes to my and it turns out that
0:06:19	use with lasting is not
0:06:21	the only way to really and speak about free an open source operand how we
0:06:25	work and how with about some great how we created and how we how hard
0:06:30	really cycle is actually is ability this is not quite
0:06:34	suitable for how we work it takes a lot of time
0:06:39	onto plan to execute to analyse the data collected
0:06:43	and it turns out that see as you wanna are really cycle is very short
0:06:48	so by the time we plan the usability testing in the previous versions they have
0:06:52	an owl triplicate we already released people and perhaps even people twelve
0:06:57	and
0:06:58	so it's actually not very suitable for our names it's all those about a lot
0:07:03	about how the problems people face when you get to observe people and everything five
0:07:10	i think in terms of three n-tuples of our software on usability testing is much
0:07:16	more useful when you together a sense of how people wired to better know your
0:07:20	users because that's a problem we will you have an open source to know who
0:07:25	we're dealing it with who are reproducing so for two
0:07:29	another one that's quite popular is with the voice and i think some people might
0:07:33	have heard about it
0:07:36	but it's a an evaluation technique that do not and will user participation on it's
0:07:41	only the designer that on and what or lessons back
0:07:45	the whole interface having in mind some guy right lines and then try to identify
0:07:51	possible
0:07:52	meatballs for users based on this and this and they're popular one but there is
0:07:56	much more to evaluation methods on our user interface design
0:08:03	they're dreaming categories of evolution methods the first one it's investigation methods which are and
0:08:09	i was that do involve or dispassionate users but they're more okay and finding out
0:08:14	to the user is what do they do one a mindset wanted to ask they
0:08:19	needed to accomplish and this kind of thing so it's more like a preliminary thing
0:08:23	that usually do with both like thirties questionnaires some kind of you work so you
0:08:28	go to where people work where they do their task that you just observe how
0:08:32	they used up
0:08:35	there's also inspection methods that they said they were think evolution is an inspection method
0:08:39	they usually do not in both or the speech from the user they are
0:08:44	basically or one but by the designer himself and he just put himself in the
0:08:49	place of the user and trying to go to think about what are the flaws
0:08:54	in the design and what are the problems
0:08:57	and all kind of stuff is the thing we do a lot in our community
0:09:00	in them and i guess innovative other projects with
0:09:04	it's especially because we have a really difficult time to find users it talk to
0:09:09	them and figure out what what's happening
0:09:13	and there's also observation methods which are methods that are also as a investigation methods
0:09:18	they also involve participation from users
0:09:21	but if you those people observing as the name says help be more useful very
0:09:25	healthy are interacting of it how a they use it how the appropriate themselves of
0:09:30	the technology we got hurt
0:09:32	and what i want to propose here is that we think about but reports as
0:09:36	a do for observation still one when i would work a problem that a experience
0:09:42	that i had this is actually a way to design a can observe
0:09:45	is a large expand the problems that i'm facing
0:09:50	and i think that's one of the main uses of but reports from a design
0:09:54	perspective
0:09:56	i don't think you think about bug reports of the contribution
0:09:59	and
0:10:02	would you would you can to be told that for example doesn't work at all
0:10:07	would you can recall that does not solve the problem that this does not fix
0:10:11	an issue
0:10:12	or even more is would you can to be go that only works for you
0:10:16	but
0:10:16	i mean only you can see that problem was fixed
0:10:20	or something like that would anyone do this or at your expense a honorary the
0:10:24	for product with you right implementation that only you can understand
0:10:28	or i don't know would you design the software that only you can use just
0:10:32	think the contribution would you would work about that no one can understand what you're
0:10:36	talking about
0:10:38	would you report about that only you know what you're talking about so it's really
0:10:42	important that we are able to communicate well that we are able to establish use
0:10:48	but reports as a as a breakfast at between are committed in different parts of
0:10:52	maybe as we do with any other kind of contributions we got in our community
0:10:58	so
0:11:00	even having is that why you guys should care about reporting your you expect well
0:11:04	i'm gonna start try telling you guys for to not do this
0:11:08	and i think to begin with the first one is that a guy that a
0:11:11	lot of you guys know
0:11:13	and that is a quote that of all the designers are interview have mentioned in
0:11:18	the exact same way
0:11:20	do
0:11:22	i think that should you want
0:11:24	and they all raised exactly like this
0:11:27	there's a very different a very
0:11:30	it's very different when you say i think something should be like something else and
0:11:36	when you say well i try to do one thing and then i was not
0:11:40	able to do this thing and this make me frustrated or a lot a lot
0:11:43	of time and i expected to do this there's other way
0:11:47	and perhaps you can do this
0:11:49	so it's a it's really a matter of difference rating problem and solution but report
0:11:56	sort of new use if you only offer a solution so i think about when
0:12:00	you go to adapt or do you go to the doctor and you say
0:12:04	i have the flu
0:12:06	that's it i need this and this medication know you go to the doctor and
0:12:10	you say well you know maybe not really very well i have fever i have
0:12:14	this in this pain and i've been not feeling very well you know what's happening
0:12:19	to me and what kind of medication should you so that use you go to
0:12:22	the doctor and you say this is the prescription just try to tear
0:12:27	right
0:12:28	so
0:12:29	this is the same thing with what it's i mean you it's much helpful when
0:12:34	you state the problem that you're actually facing
0:12:37	and not just observe the solution and there's a lot of things that
0:12:43	are also related it is i mean there is a not a minimum a number
0:12:47	of reasons why
0:12:48	it's really hard for designers work on but reports and feedback in general that only
0:12:53	state the solution because i mean when you're bored i mean actually really nice that
0:12:58	everyone wants to be a the kinder and everybody but
0:13:01	sometimes people just not understand this the underlying technology what the problem we deal with
0:13:07	and there's a lot of restrictions sometimes in terms of P how the cold is
0:13:11	itself or actually about their design vision that's it's being taken by D by in
0:13:17	general i mean overall for the project so
0:13:20	there's a lot of information that sometimes people were laughing
0:13:23	and that it actually makes a solution
0:13:26	so
0:13:28	it's okay to propose solution please don't think that i'm not saying you never you
0:13:32	never services that i mean this is how we work we work together and by
0:13:37	an extent i want to by giving the guidelines on
0:13:40	exclude anyone from the discussions that take place i think this is just sell way
0:13:44	so we can get a quick stored on the report and like this a couple
0:13:49	of course because if you do not observer problem what will happen is that the
0:13:52	design it will come to you and say
0:13:54	okay what is exactly the problem that you're having because i mean i can just
0:13:58	add this button perhaps it's not the best solution you know i mean perhaps something
0:14:02	else able soldier problem better and you really don't want to solve the problem that
0:14:06	is not a problem but you have
0:14:08	so it's a proposal isn't as it's okay to submit a patch but i mean
0:14:13	you can you one here just submit a bug with just about your slides
0:14:18	apply it
0:14:19	i mean that's not something we do and it's not something we should do with
0:14:22	design bugs it as well
0:14:25	so it's a possible solution but it should not be your main point it should
0:14:29	not only be able to solution it you think it's gonna be appropriate for your
0:14:33	for
0:14:35	so i think this is the most important part of it let others brainstorm with
0:14:38	you letter hours thing together with you use data probably and you that everyone brainstorm
0:14:44	with you designers developers and everybody out that that's all still experiencing this problem they
0:14:48	can see about reporting can leave a note of they i arrived in also having
0:14:52	this problem with that in this order a quality or characteristic or anything and this
0:14:57	is the solution and everybody can work in this together
0:15:00	you know much more clear way because you you're not actually solving up you're not
0:15:05	giving users what they ask for but actually what we need
0:15:10	no one is it sucks
0:15:13	which comes are several different forms it's comes it's broken it's an hour problem i
0:15:19	don't like it
0:15:21	for whatever reason i just don't like it
0:15:24	it doesn't work
0:15:25	L it's just doesn't i don't i don't really know what's broken but
0:15:30	it's difficult and then it then the next you want they are kind of like
0:15:34	this they are likely that they pretend to be nice feedback for the and actually
0:15:37	not help what L
0:15:39	it's not intuitive
0:15:41	what is it which i mean it's just not helpful
0:15:47	and it's not user friendly i think that one i mean want that to be
0:15:52	evenly maybe it is just this doesn't say anything this kind of feedback it is
0:15:56	not going to the pretend to be helpful but there because they don't answer as
0:16:00	i said before the problem they did not say
0:16:03	why in the why is it that why is it broken why in the way
0:16:09	it doesn't work for you why what exactly about this whole interface you don't like
0:16:14	so i mean it's very it's very easy for us when we were like we
0:16:18	really upset with operates really easy first you just like the anger go with socks
0:16:24	you're such an incompetent are stored but really it's not helpful and i mean we
0:16:29	once problem our problems should be solved
0:16:31	after all i mean we don't want to stick with terrible wouldn't experiences and terrible
0:16:35	winter pieces rubber
0:16:37	so
0:16:38	explain why you have a certain problem why didn't exactly the problem that you have
0:16:45	at least that you don't want to solve a problem that is not the problem
0:16:47	that you have
0:16:49	so if you just say it sucks then i can start i prototyping in which
0:16:55	ways it sucks and i don't know me it sucks for me i think all
0:16:59	it's probably how it sucks for him so i'm just gonna i'm just gonna focus
0:17:04	problem and
0:17:05	in a month or something that's gonna couples again it's not
0:17:09	i'm using at or something like that i'm not using you know many more
0:17:15	the aim of about report is to enable the programmer you see the program flailing
0:17:19	in front of them
0:17:21	this is true for a lot of callbacks so you just described much and then
0:17:25	you try to and use the programmer to reproduce
0:17:28	that like that you had so that you can see the problem failing are crashing
0:17:32	in front of them but it's kind of tricky for you what's but because a
0:17:35	lot of times that you whisper the experience problem already usability problem the really personal
0:17:40	matter it it's really about how you felt about the interface always took a lot
0:17:45	of time it was a to struggle like i could not use it i don't
0:17:49	really competent about it so
0:17:51	it's much harder to just give a designer about and an expectation to reproduce it
0:17:57	to make it the to make the problem fail because the designer have a different
0:18:01	experience they have a different mindset you have the different personality and that he therefore
0:18:07	you definitely there and we have different to stop or
0:18:11	so this prime the context
0:18:14	i've been i've been helping with the i have fights working with you know my
0:18:18	also which may which were dressed and i've been helping them in the forums and
0:18:22	a lot of that they work that it sometimes that in different they just want
0:18:26	to change customise the website somehow
0:18:28	and it's a lot of C S hope and then you just
0:18:31	don't have a again find some success that works for them and so their problem
0:18:34	and it's really help for me when people come and see how to build the
0:18:37	first thing about that
0:18:39	i really don't know this thing because it really gives me a start point a
0:18:43	starting point and how to talk to this user how to solve the problem for
0:18:47	down and or also is different things to me like i don't know i guess
0:18:50	that's what i like reading on it i've been trying to solve it but i
0:18:54	think my favourite i can so this so you know this person doesn't know C
0:18:57	S but he wants to know see as that
0:18:59	so i can help him in a different way i usually try to explain to
0:19:02	be there how to use fire about how to do certain things so it's really
0:19:06	make when you provide complex when you provide information on line to do certain things
0:19:10	what you how you we got to start and stop it really helps people to
0:19:15	impress your problems to help you and to choose so whereabouts
0:19:21	and the third one is most users most users would find this an intuitive it
0:19:27	combines to present or most users i dunno wouldn't want to button to be somewhere
0:19:32	else
0:19:33	and i mean did you actually talk to most users did you actually like
0:19:38	it up fast in your neighbourhood and you set up a most users definitely don't
0:19:43	like this in my neighbourhood and then it would be able to the neighbourhood but
0:19:47	not most users that all so
0:19:50	expenses is that is really personal so you should really talk about yourself about how
0:19:54	you feel how this
0:19:57	because they're first learning convex because of all you you've been dealing with it
0:20:02	why is it is it a problem for you not for most users because you're
0:20:06	just assuming it's a problem for most users and it turns out that several
0:20:11	it's actually a very specific use case that only you have still it's not most
0:20:16	users perhaps the most users had it's very specific use case then you it's another
0:20:24	thing i don't know but in general you lex is a fairly personal matter so
0:20:30	you should always say i want i still i wish i struggle i think it's
0:20:35	about you are experiencing that about that is that the same thing with code you
0:20:39	cannot take it most it precious for most users you know i mean it was
0:20:43	just for you you're using this machine you're having this kind of application running and
0:20:49	whatever you have a certain encompass after nine think that only it's only britain and
0:20:53	for your experience
0:20:57	number of words to really minor and this is the thing and something you think
0:21:02	we should review what the box watching of all right
0:21:06	and think about this right now are gonna minus you i or usability and usability
0:21:13	bugs not you wax as a very minor and as we want to talk more
0:21:18	about our experiences i mean usability problems usually a remove something somewhere or like this
0:21:23	is not consistent with something L's or we should rename this button and it's usually
0:21:27	like the lack of absence of the presence or absence of a certain design characteristic
0:21:33	which i understand that something minor but i mean
0:21:36	alright are you what's but also ready minor issues
0:21:40	it's one cannot figure out how to do something and they just are not able
0:21:44	to do something is there's really it's a very have a really minor issue
0:21:49	it's the not understand what system is the only know if they cannot and they
0:21:53	get this message this dialogue and they have no idea what to do and how
0:21:57	to recover officer dinner it is really a minor issue
0:22:02	it's does not know whole to continue what that's great and that's
0:22:06	it is again assume a minor issue
0:22:10	it's one even more seats one something and they thought it was very successful and
0:22:15	only later do you realise it was not and they were like
0:22:18	but actually did it is it really a minor issue i mean you what the
0:22:23	user to think he was able to accomplish something when he actually it like seems
0:22:28	fine to me but it actually it user actually failed to accomplish what he was
0:22:31	trying to our goals issues and i'm asking this all guys
0:22:36	minor issues or is it like a block or issue a critical matter for that
0:22:41	experience i mean if we are compromising the ability of things which are probably can
0:22:45	do what he
0:22:47	it is really a minor issue the user is not able to use the system
0:22:50	to use needs
0:22:52	and then well as a side i think this is should we should this is
0:22:56	something we should be who was a community together
0:22:59	and perhaps we should think about better i got mine sorry you want like to
0:23:02	specifically for experience but because they can really compromise the whole experience and the whole
0:23:08	use of soccer
0:23:10	there is this is a very ratings and they have a different purpose they therefore
0:23:14	so that a designer can right but on box problems feasibly problem that he found
0:23:19	after doing and usability testing or something or heuristic evaluation and then write them and
0:23:24	then decide what should be big first and this kind of thing so it's not
0:23:27	really if something that the user or the report it uses but it's a start
0:23:31	i guess so the scale is more like they're all going to reduce the problem
0:23:36	too with the cosmetic horrible treats a minor issue for the major issue and five
0:23:42	it's a usability catastrophe like it really compromises the whole thing
0:23:47	so you know i'm gonna talk about how to do it
0:23:50	and after my researcher or talking with what the designers are interview and i came
0:23:56	up with a list of six information types that it would be really helpful in
0:24:00	reports can include most of them
0:24:03	so they are there and freezing them as questions
0:24:07	and they are what are you trying to do why did you want to do
0:24:10	it
0:24:11	what did you do
0:24:13	what exactly do you do doing but tracks and what happened what were your expectations
0:24:19	and what are you running
0:24:21	and again i interviewed designed it's working with open sores free open source projects so
0:24:26	this is really pertinent for did there is the main on offer in general
0:24:31	reporting usability guidelines or whatever
0:24:36	so
0:24:39	i'm gonna talk a little bit about each of this questions
0:24:42	and everything is
0:24:43	what we're trying to do which is also associated a bit with the problem so
0:24:48	state what is it that you're actually trying to do what was your main goal
0:24:53	when you started this interaction i wanted to print a file it's much more helpful
0:24:58	to say i wanted to print a file then just say like insert this checkbox
0:25:02	somewhere that you can be an option to do something related sprinting or something like
0:25:06	that
0:25:07	so this those are some quotes that i got from the designers that in their
0:25:10	interview
0:25:12	we try to get more information about what is it that they were trying to
0:25:15	do because that has to be the drive the solution this has to be what
0:25:19	guides the solution you don't you don't want to so that the problem that is
0:25:23	not the problem that you have as i said many times
0:25:28	why did you want to do it and
0:25:30	this is a tricky question and it's not something that will be always pregnant or
0:25:38	or it will not always of white your but sometimes it doesn't really make sense
0:25:43	but it's a question related to the complex why want what motivates you to want
0:25:48	to do certain axe
0:25:50	and then that's got that comes of information is really valuable to me it helps
0:25:55	me understand the motivation behind the request or sort of problem so there was an
0:26:01	example that was someone was using a startup location and they want their something smaller
0:26:08	and
0:26:09	why would you want your compact smaller why is the reason for that and then
0:26:14	the user would explain that i want my complex smaller because i have a lot
0:26:19	of contacts and no not all of them have out there are so it's not
0:26:23	really helpful for me to have a big i got and all that so it
0:26:26	gets a lot of it get similar background that will change the way the designer
0:26:30	will tackle the solution
0:26:32	and it's not related to exactly what you're trying to do because what he was
0:26:36	trying to do what you make a picture smaller but two related to why you
0:26:40	want to walk money made it seem to want to do a certain action and
0:26:44	of course if you're a i had a problem to try to connect to the
0:26:46	internet why do you want to connect to the internet i mean it doesn't make
0:26:49	sense to me that i wanted to get to interact so i could like would
0:26:52	work picture for cats or something like that i mean it's not relevant to design
0:26:56	it all and it's really hard to make this judgement on when there's this person
0:27:00	and when it's not but it's something to keep in the back of your head
0:27:03	when we are reported bugs
0:27:07	what did you and this is about
0:27:10	describing the whole thing this one happened during the whole interaction
0:27:15	it's great one reports our narrative you know every interaction problem is very much like
0:27:20	the story so i wanted to do this and then i tried this thing and
0:27:26	then that thing happened and i didn't expect is because expected that sort of thing
0:27:30	to happen and then to work around this i try to do that sort of
0:27:33	thing but that didn't work too silly tells the designer everything that's you try to
0:27:38	do and it might seem like a bit lost embedding when we when i ran
0:27:43	some experience some studies trying to ask people to report things answering this question most
0:27:48	of the time they were able to report things using like three or cricket lines
0:27:52	describing
0:27:54	what is it that they were to they did how the expects the whole interactive
0:27:58	works
0:28:02	and it's really helpful especially when you mentioned the things that you try to do
0:28:07	to solve a problem this else to do this tells a lot of the designer
0:28:10	about how you think and how you actually how what is your experience what's operate
0:28:16	how you used to do things and brand that we do not know exactly how
0:28:21	what is our user base this is really helpful is a real helpful to try
0:28:24	to understand for a certain perspective on how the user is and because it really
0:28:29	doesn't make sense told this is the first speaker building your report tell us we
0:28:32	or what your experience in really it's not helpful still there is we have to
0:28:36	find another way to understand
0:28:38	so the user is and what are see experience and how we can better address
0:28:41	the problems that he's facing
0:28:45	so you know the very helpful this is what i wanted to do this is
0:28:49	where i started this is what i did this is where a one problem and
0:28:53	this is how i try to work around it
0:28:55	and if you will write this and that you should never be afraid of are
0:29:01	offering too much information because if you want for too much information the design there
0:29:05	will just ignore that part of the information that he doesn't need so it's much
0:29:09	better if you provide a lot of information then if you lack information because then
0:29:13	the whole the whole processing of about becomes really time consuming you just have to
0:29:17	engage with the reporter and go back and forth and try to make all those
0:29:21	questions that i'm stating and
0:29:24	and this takes time and then your bags gonna take longer to be solved and
0:29:28	all this kind of things
0:29:30	what happened
0:29:33	out then you may have fairly lengthy interactions with people just trying to understand what
0:29:37	is it that your experience
0:29:38	so
0:29:40	when you face a problem tell exactly describe exactly what is it that happens you
0:29:45	that you found
0:29:46	it was a problem that you think this is the problem i have to report
0:29:49	this to the committee i have to tell them and we have to fix it
0:29:52	make supper better and it's really hard to understand i i've read five hundred forty
0:29:59	seven bytes so it's really hard to understand before talking about it to be a
0:30:03	lot of time and i was like i cannot understand this person at all i
0:30:06	mean and it was all english and of like
0:30:09	that's an english so it's really hard to innocent looking for talking about the mission
0:30:13	not a lot or and you don't know where this top or is or at
0:30:16	certain button that is
0:30:18	this there has of the label when you don't know when you wonder if you
0:30:21	in the right place and you cannot find what this person is talking about so
0:30:24	it's really important to be really descriptive about what is it that is going wrong
0:30:30	and how you perceive is how do you see this is
0:30:35	what we're expectations this is another really important bit of information because it tells it
0:30:41	as what you did what where your steps true to work on the problem and
0:30:45	also tells you a lot of our user a interacts with software how this user
0:30:50	fangs how what is the experience this user has
0:30:54	so
0:30:55	a lot of the feedback i get is always think that should be why and
0:30:59	we don't know if that's because the reporter just think that's a better idea or
0:31:02	if it's something related to your actual expectations their users and experience
0:31:07	so it's really it's really helpful to make this distinguish this distinction because it it's
0:31:13	very different
0:31:15	if someone thinks this should be done like this because he had this problem is
0:31:19	like how serious and you things a bit hard and i guess that would work
0:31:25	that would solve it and it's different when the user
0:31:28	expected some it's the meat it solution it's something that it's natural or we can
0:31:33	say intuitive
0:31:34	for forty users so it's really important to understand what is it that you expected
0:31:38	to happen
0:31:39	that didn't happen
0:31:41	so expect to needs usually very revealing this is where i think the best information
0:31:46	comes from the expectations
0:31:48	and the difference between i think actually you why and i try to do wax
0:31:53	and i expected why but then Z happened and i wasn't able to accomplish X
0:31:58	that definitely much more helpful
0:32:00	so i guess this except this is a good example of the difference on how
0:32:06	on a more complete report enables it wanted to do much more for you than
0:32:11	if you might to waste i think that should be white which has i said
0:32:14	was a very public
0:32:17	and what are you running in this is especially more than in our compass of
0:32:21	free and open source operations we are always like really things operate quite a quite
0:32:26	stored in sort much or at intervals and
0:32:30	always and iterating and always on the mideast also
0:32:34	it's really important you know what is the margin that's been running on so you
0:32:38	can actually understand what is it that people were talking about
0:32:41	so a lot of time it's because of the version number that i know what
0:32:44	the user is talking about because some things sometimes you report a bug because you're
0:32:48	using is our version and then another version this thing doesn't exist anymore anything i
0:32:53	have this problem with this thing and that place and then the very using another
0:32:57	version is i don't see that thing and sometimes you just like and they are
0:33:01	that's result and tell the users it's all but sometimes it's not that easy to
0:33:05	understand so it's really important she to say what is the version of the for
0:33:12	are talk about your experience others that a lot of the bugs that we report
0:33:16	nowadays are minor issues so i'll change the way about this button and on we
0:33:23	just spacing here and there are make that's consistent with of the up and those
0:33:26	but please don't get me wrong there really important they really make experiences ten dollars
0:33:31	on usability votes there definitely crucial for the experience but we should also talk about
0:33:36	how we feel when we use offer because we use it everyday if it doesn't
0:33:40	make us happy
0:33:42	what is the point i mean especially at me we deal with some for every
0:33:45	day it should be something pleasant it should be something that it's a joyful experience
0:33:50	sell
0:33:52	that user experience is definitely about if something takes a lot of time to do
0:33:58	it is about if you're if it makes you like it's a lot of work
0:34:02	you don't you don't feel sick say if you don't feel like confident that is
0:34:05	going somewhere this is about it's not supposed to be like that you should be
0:34:09	content that when you do something it will create this on a result and it
0:34:14	or that if you're gonna you have like you have to send email you want
0:34:18	to take twenty minutes adding an e-mail you want to be a straight for express
0:34:21	because it's a really simple things of all the little bits of express their really
0:34:25	important for software
0:34:28	so easily about thirty like usable software so cool being concerned about usability matters is
0:34:35	really important it's great but
0:34:38	and other said it's also condition for a good you wax but it's not all
0:34:42	so we should definitely be talking more about our experiences on possible i i'm sure
0:34:48	that's kind of feedback it's
0:34:51	in most part of the experience feedback is like the so called it sucks but
0:34:55	reports it's like people don't talk they just at you can say it's a and
0:35:00	experience problem if you can see that there really and happy using that feasible for
0:35:04	body you don't know why it just say it sucks and we got a lot
0:35:08	of this feedback so i guess people want to talk about this but they don't
0:35:11	talk about this probably so i think this is important to keep in mind
0:35:16	answer yes is that right as much as needed
0:35:19	be specific describe
0:35:21	describe what you're seeing what you're doing what interaction it something else
0:35:27	three or more race to be done it's some specify why didn't exactly way you
0:35:31	try to do it
0:35:33	be verbose don't have this don't be afraid to write a lot if something is
0:35:37	not pretend to design it will just ignore it it's better if we provide more
0:35:41	information that we've are we letter lacking information to work on
0:35:45	describe that you see describing to did and most of the most important describe how
0:35:49	you felt it made me frustrated and don't be and like don't be an awful
0:35:55	able this just a like i felt frustrated i didn't do it is it was
0:36:00	hard for me you don't have to append anyone because to i understand that when
0:36:04	you're talking about your experience it can be come quite personal and you get a
0:36:07	lot of anger in your heart and you have to let go but we're trying
0:36:11	to working together to make things better so
0:36:14	describe
0:36:16	i didn't get prints ring it's really helpful if people provide screenshot of the problem
0:36:23	expense and they can point this is what i'm talking about this is the bottom
0:36:27	and talking about this is the barn talking about this is the thing the it
0:36:32	a it there is a lot of difficult as and verbal communication and sometimes we
0:36:35	don't really get to understand it shorter
0:36:38	but if we provide visual aids to reports this makes it much helpful much easier
0:36:44	for the device work
0:36:47	and if you guys once you walk the extra miles and i guess this is
0:36:50	not very
0:36:51	so related to but report itself but more to just be back to a larger
0:36:55	extent
0:36:57	please i raise
0:36:58	it's really good if you guys you raise to design to this offer easy if
0:37:04	it makes you happy if it helps you get your things don if it if
0:37:08	it makes your like that or you raise so people that's like this that this
0:37:12	new feature is awesome it enables you to do so much more it's really hard
0:37:17	to know when we're doing things right because we only know we only hear about
0:37:21	when we're doing things wrong
0:37:24	and it's almost like know use it's gonna news if you don't hear anything it's
0:37:28	probably working and it's actually not true because sometimes people just do not care enough
0:37:33	they are i can work around as i can live with that in you want
0:37:36	people to just they have with what you i mean it's are like that just
0:37:39	operate it something they're getting together we want people to should be proud of it
0:37:43	and to be happy with it i want them to
0:37:46	level you know a great help people money right tell people wanting it and there's
0:37:52	also help us know we're doing we are going in the right that
0:37:57	thank you
0:38:16	that won't we assume so because the only use money designer z-norm projects most of
0:38:22	the from line in when it comes to boss it's on the web developers
0:38:27	and the thing is if i have given a solution like that immediately say this
0:38:31	is are you out of this is a code if he knows and this inbox
0:38:35	close not of are because it is the design of so
0:38:39	okay this thing is that the record is working it what it was supposed to
0:38:44	should alleviate opened should i do well i guess that something really need to i
0:38:49	mean i guess you know they have been doing a very good job and getting
0:38:52	developers and decided to work together and i think as we get as a get
0:38:56	better wax reports on the just have to work harder and on
0:39:01	well switcher because i mean you're definitely we need a i don't know i'm tell
0:39:05	so identified as i mean i i'm pretty sure alan already with all the reports
0:39:09	regardless so and the ability to work together with the design and that has we
0:39:15	have a spring them and we met leave them excellent i think this you not
0:39:20	be problem i guess it's something we just
0:39:24	it's something we need to think about as a committee a and i definitely don't
0:39:29	think something's are eight i think there's a lot of like that i i'm pretty
0:39:33	sure somebody years that you got your not so it's physical problem are a so
0:39:38	you know i problem and sometimes on will get some usability bikes that you're like
0:39:42	i don't know perhaps it is difficult and a lot of times it is so
0:39:46	i don't think it's a problem that doesn't exist not is it
0:39:49	it's just the problem that we already have
0:40:11	this one
0:40:12	so i guess like a lot of like but we tools to do are very
0:40:19	right you do you do the subject line than that you get a box where
0:40:24	you can write a story if you want to write or you could write poems
0:40:28	and letters to of about short something which basically there are very few so we
0:40:34	knew we know you some
0:40:39	very small this to use your masters to you know you are or you who
0:40:47	do or something about a well i think we are trying to see how people
0:40:52	would report correctly they were giving those exact questions
0:40:56	that i presented to you guys and
0:40:58	i guess people provided a lot of and experts the only certain what do why
0:41:03	do you want to do something question that people to confuse with it and that
0:41:07	is that it's not always burden and it doesn't really make sense us that
0:41:12	so in general people when they were guided like this is what i need to
0:41:15	know i feel that people are provided much better reports that were much more helpful
0:41:22	and but i said it's very much tax it's very eccentric and i guess there
0:41:27	is a problem that is a financing this kind of communication that it's not very
0:41:34	useful for a big report so i get there is a lot of research and
0:41:38	that actually observed that on it's not a very useful very helpful a very easy
0:41:44	model to just write text
0:41:46	like crazy on sale need something they have to think about we know but what
0:41:53	i found like one of the nicer things about your for because i filled it
0:41:58	out as well and my friend and neighbour fill it out that and my friend
0:42:02	and neighbour be he was saying like so i followed several bugs and i was
0:42:08	i was like it was kind of hyper right because he didn't have anywhere to
0:42:12	be angry because none of the questions were like what were you doing like how
0:42:16	are you doing it but is but he couldn't find anywhere to round in that
0:42:21	for at all so you didn't of course right which i thought it is my
0:42:25	opinion there is no i think when you like what do you mean only about
0:42:32	you don't them gives you a lot of space to be angry at all as
0:42:37	you're talking about yourself we are talking about how i mean that every night
0:42:42	i like that you did something wrong it is not and a lot and the
0:42:48	outer yourself and that you like very personally
0:42:57	so you gonna be rewriting or who proposed guidelines
0:43:03	these i can i can migrate i have there was
0:43:10	it's really hard to make this request in public
0:43:18	but
0:43:26	what
0:43:31	so forget about you probably recommend to have more structured it's
0:43:37	just feels and reporting box
0:43:41	but so we just to use but new houses all cool by the this book
0:43:48	report form which is probably not very configurable and will look very are we wanna
0:43:54	comes to the H T M L code which doesn't it's and C S the
0:43:59	last time we look the that so it's probably from ten years ago
0:44:03	and can know had accustomed patch what is one big text field but you normally
0:44:12	have time to description from your bug reports
0:44:15	and we had something in there like steps to reproduce want to three expect that's
0:44:21	results actual results ripper disability
0:44:25	dispatched wasn't reapplied after the last operates looks a lot from version two to three
0:44:32	and i guess these are all areas that we should consider at some point
0:44:38	so i'm saying this also is a run reminder to myself

How to not report your UX bug

Community Outreach Track

Fabiana Simoes