How do software practitioners perceive human-centric defects?

Abstract

Context:Human-centric software design and development prioritises the way users prefer to complete their jobs, rather than expecting users to adapt to the software. Software users can have different genders, ages, cultures, languages, disabilities, socioeconomic statuses, and educational backgrounds, among many other differences. Due to the inherently varied nature of these differences and their impact on software usage, preferences and issues of users can vary, resulting in user-specific defects that we term as ‘human-centric defects’ (HCDs). Objective:This research aims to understand the perception and current management practices of such HCDs by software practitioners, identify key challenges in reporting, understanding and fixing them, and provide recommendations to improve HCDs management in software engineering. Methods:We conducted a survey and interviews with software engineering practitioners to gauge their knowledge and experience on HCDs and the defect tracking process. Results:We analysed fifty (50) survey- and ten (10) interview-responses from SE practitioners and identified that there are multiple gaps in the current management of HCDs in software engineering practice. There is a lack of awareness regarding human-centric aspects, causing them to be lost or under-appreciated during software development. Our results revealed that handling HCDs could be improved by following a better feedback process with end-users, a more descriptive taxonomy, and suitable automation. Conclusion:HCDs, given their diverse end-user base, present a major challenge to software practitioners. In the software engineering domain, research on HCDs has been limited and requires effort from research and practice communities to create awareness and support for human-centric aspects.