  Context: Human-centric defects (HCDs) are nuanced and subjective defects that
often occur due to end-user perceptions or differences, such as their genders,
ages, cultures, languages, disabilities, socioeconomic status, and educational
backgrounds. Development teams have a limited understanding of these issues,
which leads to the neglect of these defects. Defect reporting tools do not
adequately handle the capture and fixing of HCDs.
  Objective: This research aims to understand the current defect reporting
process and tools for managing defects. Our study aims to capture process flaws
and create a preliminary defect categorisation and practices of a
defect-reporting tool that can improve the reporting and fixing of HCDs in
software engineering.
  Method: We first manually classified 1,100 open-source issues from the GitHub
defect reporting tool to identify human-centric defects and to understand the
categories of such reported defects. We then interviewed software engineering
practitioners to elicit feedback on our findings from the GitHub defects
analysis and gauge their knowledge and experience of the defect-reporting
process and tools for managing human-centric defects.
  Results: We identified 176 HCDs from 1,100 open-source issues across six
domains: IT-Healthcare, IT-Web, IT-Spatial, IT-Manufacturing, IT-Finance, and
IT-Gaming. Additionally, we interviewed 15 software practitioners to identify
shortcomings in the current defect reporting process and determine practices
for addressing these weaknesses.
  Conclusion: HCDs present in open-source repositories are fairly technical,
and due to the lack of awareness and improper defect reports, they present a
major challenge to software practitioners. However, the management of HCDs can
be enhanced by implementing the practices for an ideal defect reporting tool
developed as part of this study.
