Back to "view of the bug" topic. I will try to fix previews post. This time I will try to look from different perspectives of more people who are affected by bugs of system. I will focus on my experience, so in couple month or years everything can change and this info will be not relevant or I will have more knowledge. But today I hope it is.
Starting from the bottom. Customer.
Now I will try to split customers in two groups. I will call them beta tester and working customers.
First group are actual customers who decided to work with product which is still in development stage. Sometimes this decision is for training or acceptance purposes, in other cases this is way to get product cheaper or get knowledge from that area where product is focused.
When customer knows that product is still in development for him to find a bug is not huge problem. Just to get fast response and hot fix is main requirement. This beta tester customer provides good info and feed back and gets updates and fixes faster. So this case finding bug is not such big deal for customer or company.
Funny part is working customers – they are people who wants to get the best and well working product. This time then bug appears – things can get crazy. Situation – customer decides to get rid off the old product and get new "my" product. "My" product have more features and other stuff which is not supported by previous product. Everything seems working fine, but after some time customer finds issue which for any reasons blocks customer from work or at least requires additional work to maintain working with this bug. From customer issue comes to support, later it is approved, fixed and tested, new release comes and only, only after some time fix will be introduced to customer.
Imagine how person or company should feel if they had to work with issue for month, maybe two or even a year. And how much customer is furious if he finds out that fix will come after two months or longer.
For this type of customers new bug can be unpleasant experience (softly saying).
This post doesn't seem very wrong for me. Two types of customer, it can be more, like something in between, customer which is same company, or something from specific area there bugs just can't occur. I didn't go to much left or right, tried to scratch surface, I hope I did what I wanted. Part 1 of unknown.
Starting from the bottom. Customer.
Now I will try to split customers in two groups. I will call them beta tester and working customers.
First group are actual customers who decided to work with product which is still in development stage. Sometimes this decision is for training or acceptance purposes, in other cases this is way to get product cheaper or get knowledge from that area where product is focused.
When customer knows that product is still in development for him to find a bug is not huge problem. Just to get fast response and hot fix is main requirement. This beta tester customer provides good info and feed back and gets updates and fixes faster. So this case finding bug is not such big deal for customer or company.
Funny part is working customers – they are people who wants to get the best and well working product. This time then bug appears – things can get crazy. Situation – customer decides to get rid off the old product and get new "my" product. "My" product have more features and other stuff which is not supported by previous product. Everything seems working fine, but after some time customer finds issue which for any reasons blocks customer from work or at least requires additional work to maintain working with this bug. From customer issue comes to support, later it is approved, fixed and tested, new release comes and only, only after some time fix will be introduced to customer.
Imagine how person or company should feel if they had to work with issue for month, maybe two or even a year. And how much customer is furious if he finds out that fix will come after two months or longer.
For this type of customers new bug can be unpleasant experience (softly saying).
This post doesn't seem very wrong for me. Two types of customer, it can be more, like something in between, customer which is same company, or something from specific area there bugs just can't occur. I didn't go to much left or right, tried to scratch surface, I hope I did what I wanted. Part 1 of unknown.
Your friendly neighborhood Tester
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