The Effects of Human Psychology on Testing

Errare humanum est

Everyone makes mistakes, but nobody likes to admit it! The main objective of software testing is to reveal deviations from the specifications and/or the customer’s requirements. All failures found must be communicated to the developers. The following sections address how to deal with the psychological issues that can result.

Software development is often seen as a constructive activity while testing the product and checking the documentation are more often seen as destructive. This view often results in the people involved in a project having very different attitudes to their work. However, this assumption is not at all justifiable as, according to [Myers 12, p. 13, Software testing principle #10]: “Testing is an extremely creative and intellectually challenging task.” Furthermore, testing plays a significant role in the success of a project and the quality of the resulting product.

Disclosing errors

Failures found must be communicated to the author of the faulty document or source code. Management, too, needs to know about which (or at least how many) defects have been revealed by testing. The way this communicated can be beneficial to the relationships among analysts, product owners, designers, developers, and testers, but can also have a negative effect on these important lines of communication. Admitting (or proving) errors is not an easy thing to do and requires a great deal of sensitivity.

Discovering failures can be construed as criticism of a product or its author, and can occur as a result of static or dynamic tests. Examples of such situations are:

• A review meeting in which a requirements document is discussed
• A meeting at which user stories are fleshed out and fine-tuned
• During dynamic test execution

Always take confirmation bias into account

“Confirmation bias”¹⁶ is a psychological term that describes the tendency to search for, interpret, favor, and recall information in a way that confirms or strengthens your prior personal beliefs or hypotheses. This tendency plays a significant role in the communication of software faults. Software developers generally assume that their code is fault-free, and confirmation bias makes it difficult for them to admit that their work might be flawed. Other cognitive preconceptions, too, can make it tricky for those involved to understand or accept the results of software tests.

Recognized defects are a positive thing

Another thoroughly human trait is the tendency to “shoot the messenger” who brings bad news. Test results are often seen as bad news, even though the opposite is often true: recognized defects can be remedied and the quality of the test object improved. Software failures that are out in the open are actually a positive thing!

Soft skills required

In order to avoid (or at least reduce) the potential for this kind of conflict, testers and test managers need well-developed soft skills. Only then can everyone involved effectively discuss faults, failures, test results, test progress, and risk. Mutual respect always creates a positive working environment and engenders good relationships between all the people involved in the project.

Examples of positive communication:

Examples of positive communication

• Arguments or simply “getting loud” are never good for cooperation in the workplace. To make sure work progresses amicably, it often helps to remind everyone of their mutual objectives and the high product quality they are aiming for.
• As already mentioned, you can never repeat enough that discovering a defect and rectifying it is a positive thing. Other positive aspects are:
  • Error recognition can help developers to improve their work and therefore their results too. A lot of developers are not aware that test results can help them hone their own skills.
  • Discovered and rectified faults are best framed to management as a means to save time and money, and as a way to reduce the risk of poor product quality.

Keep documentation neutral and factual

• Documentation style also plays a role in communication. Test results and other findings need to be documented neutrally and should stick to the facts. If a document is flawed, don’t criticize its author. Always write objective, fact-based defect reports and review findings.
• Always consider the other person’s point of view. This makes it easier to understand why someone perhaps reacts negatively to something you wrote or said.
• Misunderstandings in general and talking at cross-purposes never engender constructive communication. If you find yourself in such a situation (or expect one to arise), always ask how what you said was understood and confirm what was actually said. This works in both directions.

The lists typical testing objectives. Clearly defined objectives also have a distinct psychological effect. People often like to align their behavior to clearly defined objectives. As well as testing objectives, you can orient yourself toward team objectives, management objectives, or other stakeholders’ objectives. The important thing is that testers pursue and stick to these objectives as impartially as possible.