How do you deal with ambiguous, incomplete, or conflicting UAT defect reports from users or clients?

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User acceptance testing (UAT) is a critical phase of software development, where users or clients validate that the system meets their requirements and expectations. However, UAT can also be a source of frustration and confusion, especially when users or clients report defects that are ambiguous, incomplete, or conflicting. How do you deal with these situations and ensure a smooth and successful UAT process? Here are some tips and best practices to follow.

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1 Define clear defect reporting guidelines

To avoid or minimize ambiguous, incomplete, or conflicting defect reports, it is important to define clear and consistent guidelines for users or clients to follow when reporting defects. These guidelines should include instructions on accessing and using the defect tracking tool, the information to provide for each defect (e.g. severity, priority, description, steps to reproduce, expected and actual results, screenshots), how to categorize and label defects (e.g. functional, usability, performance, security), how to communicate and escalate defects (e.g. email, phone, chat), and how to review and update defect status (e.g. open, fixed, verified, closed). By providing these guidelines, users or clients can report defects in a clear, complete, and consistent manner which will enable you and your team to understand and address them more easily.

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2 Clarify and confirm defect reports

In cases where defect reports are ambiguous, incomplete, or conflicting, it's important not to assume or guess what the user or client meant. Instead, you should clarify and confirm the defect report with them as soon as possible. This can be done by asking specific and open-ended questions, rephrasing and summarizing what the user or client said to check your understanding, showing empathy and appreciation for their feedback and cooperation, and documenting and confirming the clarification and resolution in the defect tracking tool or system. By doing so, you can avoid misunderstandings and errors, while also ensuring that everyone is on the same page.

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Syreeta Niblett, CSM, CSAM

User Acceptance Test Lead | Senior Business Analyst | Cybersecurity GRC Enthusiast | I Ensure Testing Is Clear & Security Is Trusted For Agile Teams In Healthcare Tech
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When dealing with unclear or conflicting UAT defect reports, I rely on clear communication. I ask specific questions like, "What were you doing when this happened?" or "What did you expect to see?" If different users give conflicting reports, I get them together to discuss and compare their experiences. This helps me see the problem from all angles and often reveals the underlying issue.

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3 Resolve and prevent defect conflicts

Sometimes, users or clients may report conflicting defects, meaning they contradict each other or the agreed requirements or specifications. For example, one user may report that a feature is missing while another user may report that the same feature is unnecessary. Or, a user may report that a feature is not working as expected while the feature is actually working as designed. To resolve and prevent these conflicts, you should review and refer to the original requirements or specifications to verify the intended functionality and behavior. Additionally, explain and demonstrate the rationale and logic behind the design and implementation decisions. Negotiate and prioritize the changes or enhancements that are feasible and beneficial for the system and the users or clients, then document and communicate the resolution in a defect tracking tool or system. By doing this, you can avoid wasting time on unnecessary changes and ensure that the system meets user or client needs.

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4 Collaborate and communicate with users or clients

To effectively address ambiguous, incomplete, or conflicting defect reports during the UAT process, it is essential to collaborate and communicate with users or clients. Rather than treating defect reports as isolated incidents, consider them as chances to engage and interact with users or clients and to improve the quality and usability of the system. Establish regular and frequent communication channels and feedback loops with users or clients. Invite their participation in the defect triage and resolution process. Furthermore, seek their input and feedback on the defect fixes and enhancements. Acknowledge and appreciate their contributions and feedback. Finally, celebrate and share the successes and achievements of the UAT process. Through collaboration and communication with users or clients, trust and rapport can be built, creating a positive and productive UAT experience for all involved.

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5 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 do you deal with ambiguous, incomplete, or conflicting UAT defect reports from users or clients?

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1 Define clear defect reporting guidelines

2 Clarify and confirm defect reports

3 Resolve and prevent defect conflicts

4 Collaborate and communicate with users or clients

5 Here’s what else to consider

User Acceptance Testing

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