The document outlines ten essential actions for ensuring optimal customer experience (CX) in digital applications, emphasizing the importance of thorough testing and monitoring in various environments and conditions. Key recommendations include conducting functional testing under load, continuous performance monitoring, and utilizing customer feedback through surveys and crowd testing. It highlights the need to consider user experience across different tools, networks, and devices to maintain high quality and customer loyalty.

1. Jan 2019
10 must-do’s
for perfect Cx
Quality made smarter
INSIGHTS

2. Qualitest 10 must-do’s for perfect CX
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First
Impressions
Count
In an economy where apps have become
the very heart and soul of almost any
customer centric business, we will not have
more than one attempt to ensure the quality
of your customer’s digital experience and
set a desired customer loyalty.
If we want to the main activities to achieve
the above, you might want to look at the
below distilled list of must do’s.

3. Qualitest 10 must-do’s for perfect CX
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1. Test Functional Scenarios with
Different Connection Qualities/
Virtual Networks Simulation
Sending traffic over different Internet backbones
and testing your app with different connection
qualities and types, cellular operators and
locations, will give you the confidence that the
application performs consistently and reliably
across a spectrum of infrastructures, consider this
to how quality of commute is when the road is
open and you can cruise freely on the highway, and
when the traffic is all jammed, and you wait.
2. Test in Production Environment
Variables such as firewalls, specific load balancing
configurations, server’s memory configuration,
etc., may have a severe influence on performance.
3. Functional Test while Load is
Occurring/The Importance of
Hybrid Load
Imagine that a functional defect can only occur
under load; it would be difficult to find and
reproduce that defect. Functional testing during
protocol level load testing (hybrid load) also helps
to measure and assess the user experience during
different load profiles.
4. Monitor/Investigate App User Patterns
There are multiple solutions today that enable
tracking usage patterns in-app:·
· What is the most frequently used control(s)?·
· What is the most commonly used screen(s)
in the app?·
· Where does the app crash the most?·
· Where does the app respond with the
slowest speed?·
· How does the latest deployment/ build
compare with previous build response time?
Some solutions (i.e. multiple open source SDKs
or commercial Test Fairy with some enhanced
reporting and logging capabilities) can easily
collect the above information from the app and
aggregate the results from thousands of real users.
5. Conduct On-going Performance
Sessions (Continuous Performance
Monitoring)
After gaining confidence on the performance of
the application through a time restricted
performance testing sessions with post-session
restarts, test the system from a response times
point of view, continuously, collect the data, and
compare/correlate it prod data, like google
analytics, to assure that the response times and
Ux/Cx is as you predicted it during development
and performance testing. This activity is
complementary to your backend monitoring tools,
here we are testing for CX via actual front end.
7. Backend Database Testing/Monitoring
If you ignore the performance of the database that
handles your application data, your end user’s
experience will suffer. Setting and monitoring
performance baselines for your database through
roll out is absolutely essential. This may include
running production system stress tests to ensure
your database can handle the new data loads,
setting thresholds to avoid inefficient or poorly
performing queries, and tracking real user
response times to ensure a consistent user
experience throughout the roll-out process.
10 must-do’s for perfect CX

4. Citations
www.statista.com/statistics/269025/worldwide-mobile-app-revenue-forecast/
Hype Cycle for Customer Experience Analytics, 2017
Qualitest 10 must-do’s for perfect CX
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8. Cross-device, Cross-browser Testing
There is a healthy supply of great tools and
services that enables us to test our apps and
web-sites on different mobile devices, with
different OSes, different browsers from different
versions, allowing us to gain confidence in our
backwards compatibility, helping us to assess
the impact of an app upgrade across all of our
customer devices and OSes – we know them
from google analytics.
“Customer experience
is best evaluated by
customers”
9. Use Cx Surveys
Customer Experience cannot be properly
evaluated by your testers or developers.
Their knowledge of the application creates an
unintentional blindness that prevents them from
noticing fundamental problems. Customer
experience is best evaluated by customers, an
external user experience expert or a combination
of both. it. Use as many external people (i.e. crowd
testing) to gain feedback and review of the app.
Use it to determine a benchmark survey (first
survey to establish a start point, and then ongoing
ones, to determine how well we are doing and
what are the implications of forced changes
(i.e OS upgrade, new device) and functional
changes affects the satisfaction from your app.
Be naughty – do the same for your competitors,
to see how well they are doing, so you can be
ahead of the curve.
10. Crowd Testing
Crowd Testing allows you to gain the benefit of
multiple customer expectations, mindsets,
handsets, geographies, configurations and more.
Run load session where you ask several hundreds,
or even thousands, of real users to use your
application in certain load time slots. Incentivize
your customers to report problems you – either by
dedicated communities, crowd testing companies
or by social media.
Application Economy Growth
App Annie states that a staggering number of
88.3 Billion USDs revenues was produced in 2016
around mobile apps (purchase of, advertising in),
this number is expected to reach 190 Billion
USDs by 2020.

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