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Testers know your customers - 8 hands on tips

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8 Different hands on low cost tips to get to know your customer and improve your testing.

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Testers know your customers - 8 hands on tips

  1. 1. Testers know your customers! Eddy Bruin Improve your testing & deliver software people want to use Daan Koolman
  2. 2. How often do you interact with your end-users?
  3. 3. What said fellow testers? Source: Gojko Adzic - https://gojko.net/2016/03/14/most-important-lesson/
  4. 4. OV - Chipkaart
  5. 5. Source: Gojko Adzic Do you look at all levels of quality?
  6. 6. Traditional Test Focus
  7. 7. How to get to know your customer?
  8. 8. Text is ambiguos How to get to know your customer?
  9. 9. “You’ve gotta start with the customer experience and work backwards to the technology.” Steve Jobs
  10. 10. TNT Digital Departement
  11. 11. 11May2014
  12. 12. TNT.com 11 May 2016
  13. 13. Shipment
  14. 14. MyTNT
  15. 15. Track & Trace Mobile
  16. 16. How we focus on the customer
  17. 17. Persona’s
  18. 18. Details bring more Test ideas
  19. 19. Use persona’s during bug hunts
  20. 20. Usability testing Tester
  21. 21. Prepare your reviews (treat them like a UAT)
  22. 22. Daan
  23. 23. Customer support
  24. 24. User analytics based testing
  25. 25. Browser overview TNT.com Track & Trace TNT.com (in dept)
  26. 26. Where are our customers?
  27. 27. How fast do customers perceive our service?
  28. 28. Google Analytics
  29. 29. Competitor example: POST NL
  30. 30. Analytics dashboards
  31. 31. Google Analytics reporting
  32. 32. Feedback tooling
  33. 33. A/B testing
  34. 34. Testing the widget
  35. 35. Be the user
  36. 36. When to do all this?
  37. 37. - Better use of personas - Be the user frequently - Visit CS - More structural usability tests Improvements
  38. 38. 1. Shorten feedback loops back to business ideas Business ideas are assumptions. Do they really fullfil the customer’s needs? 2. Validate & measure those business assumptions Get analytics running as soon as you can! 3. Continuously focus on the customer Personas, CS, Super Tuesdays, A/B Testing, Usability Testing & Analytics, Feedback tools 4. Knowing your customer helps you determine risks to test Determine which browsers or devices to test Use persona’s to act as a certain tester 5. Keep experimenting and have fun! Learning comes from experiencing the unexpected Know your customer!
  39. 39. Hey, I just met you And this was crazy So here’s my twitter So tweet me maybe?! @eddybruin Credits to: All teams! Gojko Adzic Or us: eddy@loopforward.nl – daan.koolman@gmail.com

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