Testers know thy customers - A talk on verifying business ideas using analytics and UX testing


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At agile testing days 2012 Gojko Adzic gave us a mission: “Test the next level in the software quality hierarchy!” This year I’d like present how testers can test usability, usefulness and in the end the successfulness of the software. This is a type of testing the business actually wants to pay for because it provides focus in gaining value. Knowing your customer is the most important focus a tester needs to achieve this goal. In this presentation I elaborate techniques and tools that provide you information on your customer’s journey. In order to know if your software is useful you need to analyze the journey your customer takes using the services your company provides. This goes beyond just one product. It concerns your complete customer experience. This analyses provides input for your impact maps. They can make your impact maps less assumption based. Furthermore I show that with the help of A/B Testing you are able to shorten the feedback and so ruling out branches of your impact map. With this focus and the use of these techniques testers are able to bring testing to the next level. Testing is not only about technology any more. Testing on actual business value is at reach and we testers can bring that change!

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Testers know thy customers - A talk on verifying business ideas using analytics and UX testing

  1. 1. By @eddybruin Testers, know thy customer - A talk on verifying impacts with UX testing.
  2. 2. Gojko’s hierarchy of software quality 2
  3. 3. Gojko’s hierarchy of software quality 3
  4. 4. Boehm’s Curve 4
  5. 5. Boehm’s Curve 5
  6. 6. Example of a simple impact map 6
  7. 7. Customer focus? Text is ambiguos
  8. 8. Customer focus?
  9. 9. “You’ve gotta start with the customer experience and work backwards to the technology.” - Steve Jobs
  10. 10. http://www.slideshare.net/brandriveninnovation/consumer-journey-mapping 12
  11. 11. http://hubdesignsmagazine.com/2013/05/08/agility-multichannel-briefsthehub-designs-mdm-think-tank/ 13
  12. 12. 14
  13. 13. 15
  14. 14. User analytics based testing Mobile market share - April 2013 Source: OurMobilePlanet.com 14
  15. 15. User analytics based testing Mobile market share per age in NL Source: OurMobilePlanet.com 14
  16. 16. User Centered Design 18
  17. 17. User-centered design User-centered design = a problem solving process that requires: • Designers to analyze and foresee how users are likely to use a product. • Test the validity of their assumptions with regard to user behavior in real world tests with actual users. 19
  18. 18. “If the user can’t use it. It doesn’t work” - Susan Dray
  19. 19. What is usability testing about? Can Usability Will Persuasion
  20. 20. “If the user doesn’t use it. It will only cost you money.” - Eddy Bruin
  21. 21. 26
  22. 22. Paper prototyping 27
  23. 23. 28
  24. 24. Test techniques revisited 29
  25. 25. Wrap up - #Makeitusable  Shorten feedback loops back to business ideas  Validate/measure those business assumptions  You can use Customer Journeys, Usability Testing & Analytics to do so.  Know your customer helps you determine risks to test  Pair up with a UX designer  Learn and have fun! 30
  26. 26. Books 31
  27. 27. Hey, I just met you And this was crazy! So here’s my twitter: So tweet me, maybe! @eddybruin Or me: eddy.bruin@capgemini.com Or me: Eddy Bruin