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How can you make your defect tracking process more user-friendly for non-technical stakeholders?

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Defect tracking is an essential part of software development, but it can also be a source of frustration and confusion for non-technical stakeholders, such as clients, managers, or users. How can you make your defect tracking process more user-friendly for them, without compromising on quality, accuracy, or efficiency? Here are some tips to help you achieve that goal.

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Namrata Shinde

SDET at VTEST Software Pvt. Ltd. - Quality Analyst ||??LinkedIn Top Voice || Manual Testing || UI Testing || JIRA ||…
Sergio Andrés M.

Software & Mechanical Engineer, MBA | Specialized in tech industry

1 Use clear and consistent terminology

One of the first steps to make your defect tracking process more user-friendly is to use clear and consistent terminology that everyone can understand. Avoid using jargon, acronyms, or technical terms that might be unfamiliar or ambiguous to non-technical stakeholders. For example, instead of using terms like "bug", "issue", or "ticket", you could use terms like "defect", "problem", or "request". You should also define what each term means and how it relates to the severity, priority, and status of the defect. For example, you could use a scale of 1 to 5 to indicate the severity of the defect, and use labels like "new", "in progress", or "resolved" to indicate the status of the defect.

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Namrata Shinde

SDET at VTEST Software Pvt. Ltd. - Quality Analyst ||??LinkedIn Top Voice || Manual Testing || UI Testing || JIRA || Agile || Browserstack || Jmeter || API Testing || Automation Testing || API Automation || Testim
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To make defect tracking easier for non-technical folks, create simple interfaces, give clear instructions, offer customized training, and ask for feedback to fix any problems.

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Sergio Andrés M.

Software & Mechanical Engineer, MBA | Specialized in tech industry
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-Avoid jargon: Use plain language instead of technical terms. For example, use "unexpected behavior" instead of "bug" or "problem" instead of "issue." -Define key terms: Provide a simple glossary of relevant terms used in the tracking process. Make it easily accessible to stakeholders.

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Praful Zaru

CEO & Fullstack Developer | Helping Businesses with Web and SaaS Solutions | Leading a Team of Experts in React.js, Vue.js, PHP, Tailwind.css, Next.js, TypeScript, Node.js, Laravel, and Python
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To make defect tracking user-friendly for non-technical stakeholders, focus on clarity and simplicity. Use a clear categorization system to prioritize issues. Employ visual aids, like charts, to represent the status of defects. Ensure the tracking system has an intuitive UI that non-technical users find easy to navigate. Provide "concise summaries" of issues rather than technical jargon. Regular updates and transparent communication are key to keeping stakeholders informed and engaged in the defect resolution process.

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Sanket Shrivastav - Programmer / Software Development Consultant
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This involves simplifying the interface and communication. Use a clear, non-technical language in the defect tracking system, avoiding jargon and technical terms. Customize the interface to display only relevant information to non-technical users, making it easier to navigate. Implement a straightforward reporting process, possibly with templates or guided forms for submitting issues. Offer training sessions or documentation to help non-technical stakeholders understand how to use the system effectively. Regularly review and update the system based on user feedback to ensure it remains accessible and meets the needs of all stakeholders. Clear communication and simplicity are key to making defect tracking more user-friendly.

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Prasun Baidya

Engineering Leader - TrueCar
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To make the defect tracking process more user-friendly for non-technical stakeholders, simplify the interface with intuitive navigation and visual indicators. Provide clear instructions and terminology explanations. Offer training sessions and documentation. Customize views to show relevant information only. Allow easy collaboration and communication channels. Ensure accessibility across devices. Implement automated notifications for updates. Regularly gather feedback for continuous improvement.

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2 Provide relevant and concise information

Another way to make your defect tracking process more user-friendly is to provide relevant and concise information that helps non-technical stakeholders understand the nature, impact, and resolution of the defect. You should include information such as the defect title, description, steps to reproduce, expected and actual results, screenshots, attachments, and comments. However, you should also avoid providing too much or too little information that might overwhelm or confuse non-technical stakeholders. For example, you should not include technical details that are not relevant to the defect, such as code snippets, logs, or stack traces. You should also not omit important information that might affect the defect, such as the environment, the version, or the dependencies.

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Sergio Andrés M.

Software & Mechanical Engineer, MBA | Specialized in tech industry
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-Focus on the impact: Emphasize how a defect directly impacts the user experience. Explain what the software should do, and what it's doing instead. -Include essential details: Cover the steps to reproduce the issue, the environment where it occurs, and its severity/priority. -Offer visuals: Screenshots or short videos can go a long way in explaining a defect, especially for non-technical users.

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3 Use a user-friendly interface and tool

A third way to make your defect tracking process more user-friendly is to use a user-friendly interface and tool that allows non-technical stakeholders to easily access, view, and update the defect information. You should choose a tool that has a simple and intuitive design, that supports filters, searches, and notifications, and that integrates with other tools and platforms that you use. For example, you could use a tool like Jira, Trello, or Asana that has a web-based interface, that allows you to create custom fields, workflows, and dashboards, and that connects with your email, chat, or project management software.

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Sergio Andrés M.

Software & Mechanical Engineer, MBA | Specialized in tech industry
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-Intuitive navigation: The dashboard and defect submission forms should be simple and easy to navigate. -Simplify forms: Minimize the number of fields and offer clear guidance for each step. -Consider non-traditional tools: Depending on the project, a visual board-style tool (like Trello or Kanban boards) might be more intuitive for some stakeholders.

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4 Communicate and collaborate effectively

A fourth way to make your defect tracking process more user-friendly is to communicate and collaborate effectively with non-technical stakeholders throughout the defect lifecycle. You should keep them informed of the progress, status, and resolution of the defect, and solicit their feedback, input, and approval. You should also be respectful, courteous, and professional in your communication, and avoid blaming, arguing, or ignoring them. For example, you could use email, chat, or phone calls to communicate with them, and use comments, tags, or mentions to collaborate with them.

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Sergio Andrés M.

Software & Mechanical Engineer, MBA | Specialized in tech industry
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-Set clear expectations: Define how often stakeholders will receive updates and in what format (short email summaries, dashboard visualizations, etc.). -Offer opportunities for feedback: Encourage stakeholders to ask questions and provide input throughout the defect resolution process. -Close the loop: Share a summary when a defect is resolved, explaining the fix in simple terms.

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5 Educate and train them

A fifth way to make your defect tracking process more user-friendly is to educate and train non-technical stakeholders on how to use the defect tracking tool and process. You should provide them with clear and comprehensive documentation, tutorials, and guidelines that explain how to access, view, update, and report defects. You should also provide them with support, assistance, and feedback when they encounter any issues or difficulties. For example, you could create a user manual, a video tutorial, or a FAQ page that covers the basics of the defect tracking tool and process, and offer them a help desk, a chatbot, or a feedback form that answers their questions and concerns.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you make your defect tracking process more user-friendly for non-technical stakeholders?

1

2

3

4

5

6

1 Use clear and consistent terminology

2 Provide relevant and concise information

3 Use a user-friendly interface and tool

4 Communicate and collaborate effectively

5 Educate and train them

6 Here’s what else to consider

Software Development

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How can you make your defect tracking process more user-friendly for non-technical stakeholders?

1

2

3

4

5

6

1 Use clear and consistent terminology

2 Provide relevant and concise information

3 Use a user-friendly interface and tool

4 Communicate and collaborate effectively

5 Educate and train them

6 Here’s what else to consider

Software Development

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