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Design Quality Assurance
The importance of having
an UX Quality Assurance approach
for your digital products
by Federico Pizzutto
Customer Experience
on the move
Federico Pizzutto
UX EXPERT
Federico Pizzutto is an Experience Design Expert at
Docler Holding, the multinational IT company
headquartered in LUXEMBOURG. In his role, he’s in
charge of designing a user research program as well
as a business preparation design process,
coordinating all the company UX activities.
Federico also acts as the local Leader and Design
League Coach of the Interaction Design Foundation
(IDF).
https://www.linkedin.com/in/federicopizzutto/
Digital Products
12 vs 1
It takes up to 12 positive experiences to make up for
one unresolved negative experience
Source: “Understanding Customers” by Ruby Newell-Legner
Quality is important
What Quality means?
Why UX + QA
“…When someone influences the
experience of the user, they, in
that moment, become a User
Experience Designer”
by Jared Spoon
Quality Assurance is…
• Quality assurance (QA) is the process of verifying whether a product
meets required specifications and customer expectations.
• QA is a process-driven approach that facilitates and defines goals
regarding product design, development and production.
• QA's primary goal is tracking and resolving deficiencies prior to
product release.
Quality Assurance is…
• Quality assurance (QA) is the process of verifying whether a product
meets required specifications and customer expectations.
• QA is a process-driven approach that facilitates and defines goals
regarding product design, development and production.
• QA's primary goal is tracking and resolving deficiencies prior to
product release.
UX QA
UX and QA
are in a relationship
UX has testing in his process
UX has testing in his process
UX has testing in his process
How to implement a
Design QA approach?
1
Involve QA in the
design process.
Meeting user’s
expectations
● User research
● Analytics
● Competitive analysis
● Culture Biases
● Persona
● Scenarios
● Edge cases
● Etc.
2
Introduce a
Design QA step
in the process.
Introduce a step in the process, to validate the design implementation.
*this is not waterfall, just a simple representation
Stories Development Testing DeliverDesign QA
Design debt
● Consistency is broken
● Company is focused only on
delivery time (speed)
● Design is not implemented right
● Value of design is not considered
3
Pairing QA and
UX experts
A Missing point
Usability
Product assumptions vs reality
Usability
Testing
User Testing
● Define the tasks
● Recruit the right people
● Test the product and take notes
● Validate the assumptions
● Iterate with this knowledge
Why and how user testing? by Nielsen
Key Takeaway
● UX and QA are in a relationship
● QA should work with UX to improve the quality
● QA involved earlier
● QA Design step in the process
● Usability testing
Key Takeaway
THANK YOU
Illustrations by https://undraw.co
Design Quality Assurance

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Design Quality Assurance

  • 1. Design Quality Assurance The importance of having an UX Quality Assurance approach for your digital products by Federico Pizzutto
  • 2. Customer Experience on the move Federico Pizzutto UX EXPERT Federico Pizzutto is an Experience Design Expert at Docler Holding, the multinational IT company headquartered in LUXEMBOURG. In his role, he’s in charge of designing a user research program as well as a business preparation design process, coordinating all the company UX activities. Federico also acts as the local Leader and Design League Coach of the Interaction Design Foundation (IDF). https://www.linkedin.com/in/federicopizzutto/
  • 4. 12 vs 1 It takes up to 12 positive experiences to make up for one unresolved negative experience Source: “Understanding Customers” by Ruby Newell-Legner
  • 7. Why UX + QA
  • 8. “…When someone influences the experience of the user, they, in that moment, become a User Experience Designer” by Jared Spoon
  • 9. Quality Assurance is… • Quality assurance (QA) is the process of verifying whether a product meets required specifications and customer expectations. • QA is a process-driven approach that facilitates and defines goals regarding product design, development and production. • QA's primary goal is tracking and resolving deficiencies prior to product release.
  • 10. Quality Assurance is… • Quality assurance (QA) is the process of verifying whether a product meets required specifications and customer expectations. • QA is a process-driven approach that facilitates and defines goals regarding product design, development and production. • QA's primary goal is tracking and resolving deficiencies prior to product release.
  • 11. UX QA
  • 12. UX and QA are in a relationship
  • 13. UX has testing in his process
  • 14. UX has testing in his process
  • 15. UX has testing in his process
  • 16. How to implement a Design QA approach?
  • 17. 1 Involve QA in the design process.
  • 18. Meeting user’s expectations ● User research ● Analytics ● Competitive analysis ● Culture Biases ● Persona ● Scenarios ● Edge cases ● Etc.
  • 19. 2 Introduce a Design QA step in the process.
  • 20. Introduce a step in the process, to validate the design implementation. *this is not waterfall, just a simple representation Stories Development Testing DeliverDesign QA
  • 21. Design debt ● Consistency is broken ● Company is focused only on delivery time (speed) ● Design is not implemented right ● Value of design is not considered
  • 27. User Testing ● Define the tasks ● Recruit the right people ● Test the product and take notes ● Validate the assumptions ● Iterate with this knowledge
  • 28. Why and how user testing? by Nielsen
  • 30. ● UX and QA are in a relationship ● QA should work with UX to improve the quality ● QA involved earlier ● QA Design step in the process ● Usability testing Key Takeaway
  • 31. THANK YOU Illustrations by https://undraw.co

Editor's Notes

  1. I’m Federico Pizzutto, a UX professional working as UX expert at Docler Holding where I’m in charge of coordinating all the UX activities of the Company. I’m also part of the Interaction Design Foundation being a Local leader for the meetups in Luxembourg and Cagliari (in Italy) and a Design Lead Coach for their online courses What is User Experience at Docler Holding? - Doing User Research. Continuous and dedicated - Understanding the needs. Data Analysis and insights generation - Delivering the right experience. On time, in context, effective But let’s go into the toping of this talk.
  2. Digital products are hard and it is getting harder We are in a historic moment where we are running to produce the most quality software we can knowing that soon it will be obsolete. We know experience we need to consider and test is: multichannel (or omnichannel if you prefer). Holistic and complex. We increase speed, complexity, channels and expectations continuously.
  3. And that it needs to go through up to 12 positive experiences to recover a bad one? Delivering the most compelling and satisfactory Customer Experience is now mandatory for all the Companies that desire to strive and grow. You have time to deliver it right, but you don’t have so much opportunities, and the costs for a bad one are higher that you think.
  4. The quality of the experience is really important. But... What Quality means? Can I ask you to give me your personal answer? Quality is hard to define as it requires to agree on shared metrics to measure it and these are relative to the product, market, needs, desires etc. we usually define policy that we use to measure it for our products.
  5. But why we think we should have a QA approach that consider more the UX?
  6. everyone has a moment when it influences the UX But QA is the ultimate defender of the quality and has the power to influence the outcome and even block it if it is not right.
  7. Both UX and QA focus is on satisfying customer expectations Both UX and QA focus on improving the quality (of the experience and the product) before the release Both UX and QA focus in all the aspects of the product design, implementation, production
  8. In addition and support of the relationship
  9. We agreed that UX and QA are linked but… how to implement a Design QA approach?
  10. We said that both UX and QA Focus on meeting (and exceeding) customer expectations To escape the evaluation based on personal sensibility and make it an effective process. have QA involved in the design process. QA has the most knowledge of the product as they go through all the cases and they can help in the scenario mapping identifying edge cases and spot potential problems. They can also take advantage of personas and user research studies to better understand the requirements. The knowledge developed in these moments can be used for: Map better experiences and produce better documentation Create a common understanding of what should be tested and validated using persona, scenario to create testing plans
  11. CONSISTENCY is the one of the most important principle to consider here. It is a problem to address in any product, because it affects the perception of the quality and it is a design nightmare. It can be introduced by fast development cycles or AB testing experiments implementations and it is impacting the user experience. Escape the Quality Control approach (which is fine but…) and embrace QA thinking. Before sending the product to test, having a designer validate the QA of the design implementation. It’s a chance for the designer to: Review the coded version of the UI prior to testing Work with the developer(s) to make updates to the UI in code
  12. Pairing QA and UX experts to define appropriate policies to apply in the test phase: Heuristic evaluation (10 from Don Norman are a starting point) checklists for usability evaluation knowledge sharing in basic important principles
  13. It doesn’t matter if you do all your job accordingly, to generate hypothesis and work on assumptions to shape the best product you want. You need to validate the assumptions, hypothesis in a more defined and useful way.
  14. Usability is one of the key metric to measure quality in Design Usability is probably the main quality measure in design and has a long tradition in QA process. This can be checked through standards, but these cannot substitute the validity and importance of a real Usability Test. To ensure usability, a good UX requires QA thinking
  15. You need to assess the need of your customer and you cannot do this yourself alone.
  16. User testing is a qualitative technique used in user-centered design to evaluate a product by testing it on users. This can be seen as an irreplaceable usability practice, since it gives direct input on how real users use the system. QA specialists can have the sensibility and time to personify and empathize with the customer who will use the product, but they will never be the consumer.
  17. As QA are responsible to verify the quality of the product before the release, user testing can be a tool to inform the perceived experience real costumers have and how this impact the QA process. QA are also good in defining the tasks as they do this all day, knowing the product in each and every aspect. This technique can be a powerful addition to the QA department and help deliver superior experiences