5. Multichannel role in the Digital Transformation
Customer experience strategy
Understanding the
new use cases and
interrelations with
customers
Social networks
leverage
Big data ready
Immediateness
Mobility
Seamless integration on
different channels
Constant Contact
7. Testing Multichannel
High quality on time?
Shops CRM
Web site
Fidelity program
Social Analytics
iOS App
Android App
Is the new product going to be
delivered on time?
• Try to productize your applications
• Agile requirement and socialization
(avoiding waste)
• Real progress follow-up and early
identification of misalignments (full
coordination and visibility)
• Early testing design and validation
• Change oriented infrastructure and
processes
8. Testing Multichannel
Automation
Typically:
• Test design and execution are
performed later in the
lifecycle (waiting for software
to be stable)
• Analysts has a low quota in
test definition
• Testing asset reuse under
criteria of testing team
• Low coordination business-
testing
• The scope of testing is aligned
with business priorities?
• Are valid the tests
performed?
Right people must think of quality earlier!
Move automation left!
9. Testing Multichannel
Automation (use KDT/BDD as shift left approach)
Test Design
Enter „j.smith@gmail.com“ into Email-
Textfield
Enter „john“ into Password-Textfield
Click on „LOG IN“ Button
Select „Agent Lookup“ from Choose One-
ComboBox
Click on „SEARCH“ in the Show all agents
Group
Test ImplementationApplication
Business Analyst Developer
Tester Tester
10. Testing Multichannel
New testing environments
Cloud
Server side
Server side Cloud or On premise
• Performance
• Functional
• Multi browser
• App
Client side Cloud or
On premise
Device lab
11. Testing Multichannel
Performance
Immediateness = Response timeMobility =
Jakob Nielsen, 1993 (“Usability Engineering” book, about web):
• 0.1 second, the user feels the system react instantaneously
• 1.0 second, user’s flow of thought to stay uninterrupted
• 10 seconds, limit for keeping the user’s attention (user will look for
something to do in the meanwhile)
A mobility app customer or a web customer today is much more exigent
12. Testing Multichannel
Performance
A change in an App or website
involve a performance risk that can
affect immediately the customer
opinion and attrition
A new application needs an “real
scenario simulation” performance
test
Continuous
performance
testing
Cloud
Computing
Performance
testing
13. Testing Multichannel
Testing governance
KDT / BDD
Test Governance
One single repository for all
kind of testing assets
including manual testing,
functional, performance,
apps and others
Reporting
Schedule and execute tests
depending on time or events
Maintain the traceability with
the requirement of all the
products under test
Bug tracking integration
