Introduction

Broken Windows Theory

The “Broken Windows Theory” suggests that visible signs of disorder and neglect, such as broken windows, graffiti, and litter, can lead to an increase in crime and anti-social behavior. 

• The idea is that minor issues, if left unaddressed, create an environment that encourages more serious crimes by signaling that an area is not being cared for. 

• By promptly addressing small problems, communities can prevent larger crimes and improve overall safety and quality of life.

Broken Windows in Mattermost

We've been using this concept internally at Mattermost as a metaphor to encapsulate the need to keep our quality standard high and address issues as we find them. It's a signal to all those who use our product that a high degree of care goes in to the development and maintenance of our platform. 

If we ignore small broken windows and leave them unrepaired, there is the potential that we won't even notice them anymore and will lead to even bigger problems going unrepaired as well. 

Ultimately, trust and reliability is reduced. 

Definition

UX Broken windows are visible issues and inconsistencies that hinder usability and compromise interface integrity which impacts trust in the platform

Current state

Open Broken Windows can be found in Jira with this filter.

Actions for Solving Broken Windows

• Pilot: @Joram Wilander

• Co-pilot: @Matt Birtch

• Tracking progress in our monthly Operating Reviews

• When logging broken windows, use ux-broken-window label (see below)

• Review stale help-wanted broken window issues

• Leverage the PD&E Broken Windows channel

  • Automate Jira tickets with the label to flow in to this channel

Guidance for filing end-user broken window tickets

To keep the barrier low, all we ask is that team members post issues they find in the End User Experience: Broken Windows channel.

For those who wish to help file tickets, here's how you can help:

1. Confirm that it is indeed a broken window

   • Consult this slide to determine if it should be considered a broken window or not

   • Post your finding in this channel. Discussion can help verify and validate.

2. Create a Jira ticket:

   • Use the ux-broken-window label

   • Use the triage fix version

   • If it's a customer discovered issue, apply the customer-bug label and apply the customer code name label

• Select the priority based on the following criteria:

  • High priority:

    • A customer identified the bug

    • Functionality is broken and something is definitively not working

  • Medium priority:

    • An obvious UI issue (like something off position, broken layout, etc)

    • Something that may cause confusion, but may not be considered a bug

    • Something is clearly not implemented per design spec

  • Low priority:

    • A very minor UI issue (like a minor misalignment)

    • More of a 'nice-to-have' and not really a bug

3. Tag @Matt Birtch to review and help prioritize