Marjana Shammi, a test lead at icemobile, presents her insights on user experience mapping, emphasizing its role in capturing and communicating complex customer interactions. The process helps organizations understand customer needs, identify competitive advantages, and uncover new opportunities to enhance user satisfaction. Key elements discussed include emotional heuristics and the importance of tailoring tests based on user behavior.

1. T8
Test
Techniques
5/5/16
11:15
A
Tester's
Experience
with
User
Experience
Mapping
Presented
by:
Marjana
Shammi
IceMobile
Brought
to
you
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2. Marjana
Shammi
IceMobile
Marjana
Shammi
is
a
test
lead
at
IceMobile
where
she
leads
a
team
responsible
for
the
test
process
in
products
related
to
mobile
applications
for
ABN
AMRO,
Jumbo,
food
retailers,
international
cash
management,
global
client
data,
financial
eCommerce,
and
CRM.
With
a
career
in
testing
and
development and
a
technical
and
management
education Marjana
involves
herself
in
technology
and
working
with
people,
which
she
says
helps
her
learn
more.
She
was
labeled
notorious
for
her
favorite
question Why?
Marjana
likes
a
good
in
person
conversation
but
she
can
be
found
on
Twitter
@mshammi.

4. Wha.+ exa.c.tly
a.re we t,ytl9
to cJo?

5. Tunnel Vision

9. “The only way to change someone's mind
is to connect with them from the heart.”
― Rasheed Ogunlaru

10. Acceptability
capable or worthy of
being accepted.
pleasing to the
receiver; satisfactory
meeting only
minimum
requirements
capable of being
endured; bearable

11. Acceptability

14. Experience mapping is a strategic process of capturing and
communicating complex customer interactions.
The activity of mapping builds knowledge and consensus across
your organization, and the map helps build seamless customer
experiences.
source: Adaptivepath

15. Stages
source: Adaptivepath

16. Outcomes
pinpoints what
draws customers to
your services or
products
demonstrates how
your experiences
surpass or lag your
competitors’
uncovers new
opportunities to give
customers what they
really want from your
company

17. Examples

24. Feelings
Comfort
Risks
Paths
Study of behaviour
From varying
observations and insights,
design new tests around
unexpected discoveries.

25. Oracle
Personal Instinct:
what seems right to
me as a tester?
Experience Driven:
what has been
successful in the past?
Learned Usability:
what has become a
norm within the
user base?
Perceived Usability:
what do I think the
user will do in this
scenario?

26. Prioritise or focus Exploratory Testing
Enhance Test
Coverage

27. Feelings
Comfort
Risks
Paths
Emotional Heuristics
Happy: Positive,
predictable tests
Scary: risks
Angry: error states, react
badly
Stressful: breakpoints,
scalability
Embarrassing:
hampering reputation
Indecisive: confusing
users on functional
behaviour
Forgetful: caching,
tokens, memory. Bring
convenience
Wicked: authentication,
permissions,data
confidentiality
Bleak: incompleteness,
empty
Greedy: trying out
many things