Bug Blindness: Why Most People Don't See the Bugs You Do
Dan Luu explains why he spots hundreds to thousands of bugs weekly while most people see none: they're hitting the same issues but not noticing. He argues that curing this 'bug blindness' is crucial for programmers, sharing examples from search engines to Blackboard and Discourse. He also reflects on how fans of a product or company often ignore its flaws, a blindness he claims to be less prone to.
If a product seems severely flawed when I use it, it probably is.
- sgentle
I think there are two opposite causes here: either an overly-aligned or completely unaligned mental model.
For developers, bug-blindness tends to be because their mental model is so close to the system's model that both have the same blind spots, and the developer can't effectively think outside the system (the classic "QA walks into a bar, orders 0 beers, orders -1 beers, orders 0.999 beers" vs "customer walks into a bar, asks where the bathroom is, bar immediately bursts into flames").
On the other hand, a common way for regular people to interact with a system is they just... don't have a model. None at all. Like, they click a thing and see what it does, and if it doesn't do what they expect they shrug and click something else. The horror of seeing a non-software person using a software system is realising that they usually cannot tell the difference between expected and unexpected behaviour, because they don't really form expectations in the first place. The computer is more genie than machine.
You can see this in the article: "Google Docs added some kind of delay such that the typing you do into the title box right after you open the doc gets overwritten". That's a developer forming a model of the system. The lay alternative is to simply learn that sometimes when you type in a box, the text appears. Other times, it doesn't. If it doesn't, you try again.
You don't need to understand the system if you abandon the assumption that the system was designed to be understood. An […]
- encomiast
I had to give up when the first example of a "bug" that the author could see, which others are blind to, was search results.
"In some cases, people sent me their actual search results. In every such case, the search results did not contain a good result that I could see"
Software that does not meet expectations, especially in a field like search, which is basically a long running war between SEO and search engines, is not a 'bug'. That's like saying there is 'bug blindness' in the publishing industry because when I pick up a random book, it sucks, even though others think it's fine. Sure, maybe something is wrong, could even be improved, but lets save the word 'bug' for something more specific.
- Sniffnoy
Responding to something from the linked Patreon post:
> Blackboard (as well as Epic and SharePoint) are classic examples of software where the user and the purchaser are different and the purchaser basically doesn’t care about the user, so you don’t expect the software to be good and it would be a bit of a surprised if the software didn’t deliver a bad user experience. But it was even more surprising to me that someone working on some of the most reviled software out there could think that the software was widely loved.
I worked briefly at Epic and the attitude there seemed to be more like "yes we know people hate Epic but they're wrong". :P People there didn't think Epic was widely liked!
(The explanations given were basically, 1. people hate Epic because their IT department configured it wrong, if they configured it in a more suitable manner they wouldn't have these problems, and, 2. it's not Epic per se that's the problem it's all EMR software, if you think Epic is bad you should see the competition, they're even worse. I'm not sure that second one is really such a good excuse, but, that was what I remember hearing.)
- bambax
Our brain is geared towards efficient signal processing, and is actively working to delete signals it deems "unnecessary". It wants us to notice only the new and the unexpected; that's why after a short while you don't notice the same smell or the same recurrent noise. They are just ignored as "already detected / not new".
The reason for this may be evolutionary (although we don't know what traits were the most effective to help us survive in the wild); but there is a very practical reason to ignore signals, which is that there's so may of them: if we did process every data sent from every sensor and thought about odors, light, temperature, noise, etc. then we would be overwhelmed and could not do anything else.
That's also why we usually don't "see" things or people: we identify them. We don't see faces, we simply identify Alice or Bob. Which in turn explains why most people can't draw: the concept of Alice can't be drawn; to draw Alice we need to actually follow the features of her face. Being an artist means being able to unlearn (or disable) that identification process.
And I think the reason most people don't see bugs is similar: they're not interested, all they want is to get something done. If there's a simple workaround that makes the thing work, then that's good enough; all the rest is irrelevant. This is not bias or benevolence: this is efficiency.
- ghastmaster
>I thought this had something to do with how I use computers but, over time, I've realized that it's mostly that people are hitting the same bugs and don't notice.
I suspect I know why they do not notice. See below.
>it works well, etc., but when I open up the thing and try it, it's in a state where the thing only works if you do quite a few non-intuitive workarounds.
I suspect most people are so inept at navigating UI because even a good UI is not intuitive to them. A bad UI is equally not intuitive. They do not know it is a bug because everything is a bug to them.
I can use a novel UI and figure out where to find what I need to do very quickly. In my experience with lay people, they can use the software for a decade longer than me and still not understand some of the capabilities and navigate to utilize them as I can within a few minutes or small amount of research.
Shoutout to https://grumpy.website/. Love it.
- meling
Interesting topic, and funny that I personally consider the text width and font size of danluu’s blog to be a “bug”. It is well known that we can read faster with narrower text columns (remember newspaper columns when they were printed on paper). This is why I always read this particular blog with Apple’s Reader mode, which renders the text using larger font and narrower width.
- theginger
What I see a lot is working with developers who believe the goal is to write software that can complete the task.
They demo it, release it and watch it immediately fall apart with first contact with the user.
What they should be doing is having a goal of software that cannot fail to complete the task.
- dusted
I also think it's due to normalization of deviance, people are just used to it..
- You can't build a model, because everything will be changed with the next update, so, even if not consciously, people won't do it, why bother learning something that's not going to be of any use next time you use the application.
- because you basically don't know how anything works, it's a coin toss whether it's actually not working, or you're just "using it wrong".
- most things won't do the thing you expect of them consistently, so you don't expect anything of them.
Last night, I uploaaded some documents to my insurance company => modal:
- Title: "Files successfully uploaded"
- Text: "An unknown error occurred"
- Button: "Ok"
Thank you.