Troubleshooting user issues - techniques?
Posted on 2008-11-11
This is a pretty general question - but what are some of your strategies / procedures for troubleshooting issues that users find?
We're running an commerce platform and we've done successful test transactions on most major browsers. We've done in person user testing to discover and fix bugs. And we've processed hundred of orders without a hitch. However, invariable every once in a while a user will come across a bug we've never seen before.
The most frustrating thing is often I can not recreate the bug, so its very very hard to try and fix. It's also frustrating going back and forth with a customer trying to work out our technical glitch (or determine if they're doing something wrong)...while potentially frustrating them and loosing an order.
So what do you do when a user writes in about a bug you can't recreate? Do you have any tips on how you isolate the problem, the steps you take? etc.