Software is complicated. I had analyzed the defects in a sandwich store, based in Singapore. You can try to analyze how you would have thought about these problems.
When analyzing defects it is easy to point fingers and say, 'How could you?'. Instead, I recommend coming up with rules or heuristics on how you would have prevented the problems, if you were designing the product (in this case - sandwich). This requires a bit of mental gymnastics.
Retail customer service training PowerPoint
This is an easy presentation to understand. Train employees on the importance of basic customer service.
please visit my website - www.bamservicetraining.com
Retail customer service training PowerPoint
This is an easy presentation to understand. Train employees on the importance of basic customer service.
please visit my website - www.bamservicetraining.com
Effective Business Practices 101 (3/8): The Importance of Customer FeedbackDmitri Tcherbadji
This deck is a part of an eight-day introductory course that I originally designed for the residents of Inle Lake (Nyang Shwe), Myanmar during my volunteer work with Partnership for Change org. This is a basic introductory course for those who wish to start a businesses but aren't sure where to begin or what would be an effective way to run and operate a company geared for Western customers.
This deck is free for anyone to modify and use, but please keep in mind that I do not own copyrights for most of the images on those slides (with some exceptions).
Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as “advanced” because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
Customer Obsession - More Than a Buzzword by Stripe Product LeaderProduct School
Key takeaways:
-The customer is the most important part of any product development process. It is important to know your customer and their pain point, to build empathy for them.
-The best product goals are anchored on the customer. Clear customer-focused goals help to resolve conflict and unify the team. It brings everyone on the same page.
-Delivering customer magic is the dream, and that happens by starting and ending with the customer.
Effective Business Practices 101 (4/8): Think Like a Customer: Introduction t...Dmitri Tcherbadji
This deck is a part of an eight-day introductory course that I originally designed for the residents of Inle Lake (Nyang Shwe), Myanmar during my volunteer work with Partnership for Change org. This is a basic introductory course for those who wish to start a businesses but aren't sure where to begin or what would be an effective way to run and operate a company geared for Western customers.
This deck is free for anyone to modify and use, but please keep in mind that I do not own copyrights for most of the images on those slides (with some exceptions).
Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free
Deal with Sales Rejection Using These TipsTentacle Cloud
Rejection has possibly ruined the careers of more salespeople than any other particular thing. But you must to learn out how to gracefully handle rejection.
www.tentaclecloud.com/signup
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Effective Business Practices 101 (3/8): The Importance of Customer FeedbackDmitri Tcherbadji
This deck is a part of an eight-day introductory course that I originally designed for the residents of Inle Lake (Nyang Shwe), Myanmar during my volunteer work with Partnership for Change org. This is a basic introductory course for those who wish to start a businesses but aren't sure where to begin or what would be an effective way to run and operate a company geared for Western customers.
This deck is free for anyone to modify and use, but please keep in mind that I do not own copyrights for most of the images on those slides (with some exceptions).
Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as “advanced” because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.
Presented at Association of College Unions International Region 13 Annual Conference
Presentation Description:
Everyone has his or her own definition of customer service, come find out WHAT ours is! The session informs employees of the necessary tools to have a successful customer service interaction so the customer leaves with a positive impression of their experience. This session will teach employees to do WHAT is expected.
Customer Obsession - More Than a Buzzword by Stripe Product LeaderProduct School
Key takeaways:
-The customer is the most important part of any product development process. It is important to know your customer and their pain point, to build empathy for them.
-The best product goals are anchored on the customer. Clear customer-focused goals help to resolve conflict and unify the team. It brings everyone on the same page.
-Delivering customer magic is the dream, and that happens by starting and ending with the customer.
Effective Business Practices 101 (4/8): Think Like a Customer: Introduction t...Dmitri Tcherbadji
This deck is a part of an eight-day introductory course that I originally designed for the residents of Inle Lake (Nyang Shwe), Myanmar during my volunteer work with Partnership for Change org. This is a basic introductory course for those who wish to start a businesses but aren't sure where to begin or what would be an effective way to run and operate a company geared for Western customers.
This deck is free for anyone to modify and use, but please keep in mind that I do not own copyrights for most of the images on those slides (with some exceptions).
Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free Sales skills presentation just for free
Deal with Sales Rejection Using These TipsTentacle Cloud
Rejection has possibly ruined the careers of more salespeople than any other particular thing. But you must to learn out how to gracefully handle rejection.
www.tentaclecloud.com/signup
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
Alt. GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using ...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
SAP Sapphire 2024 - ASUG301 building better apps with SAP Fiori.pdfPeter Spielvogel
Building better applications for business users with SAP Fiori.
• What is SAP Fiori and why it matters to you
• How a better user experience drives measurable business benefits
• How to get started with SAP Fiori today
• How SAP Fiori elements accelerates application development
• How SAP Build Code includes SAP Fiori tools and other generative artificial intelligence capabilities
• How SAP Fiori paves the way for using AI in SAP apps
GraphSummit Singapore | The Art of the Possible with Graph - Q2 2024Neo4j
Neha Bajwa, Vice President of Product Marketing, Neo4j
Join us as we explore breakthrough innovations enabled by interconnected data and AI. Discover firsthand how organizations use relationships in data to uncover contextual insights and solve our most pressing challenges – from optimizing supply chains, detecting fraud, and improving customer experiences to accelerating drug discoveries.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
Removing Uninteresting Bytes in Software FuzzingAftab Hussain
Imagine a world where software fuzzing, the process of mutating bytes in test seeds to uncover hidden and erroneous program behaviors, becomes faster and more effective. A lot depends on the initial seeds, which can significantly dictate the trajectory of a fuzzing campaign, particularly in terms of how long it takes to uncover interesting behaviour in your code. We introduce DIAR, a technique designed to speedup fuzzing campaigns by pinpointing and eliminating those uninteresting bytes in the seeds. Picture this: instead of wasting valuable resources on meaningless mutations in large, bloated seeds, DIAR removes the unnecessary bytes, streamlining the entire process.
In this work, we equipped AFL, a popular fuzzer, with DIAR and examined two critical Linux libraries -- Libxml's xmllint, a tool for parsing xml documents, and Binutil's readelf, an essential debugging and security analysis command-line tool used to display detailed information about ELF (Executable and Linkable Format). Our preliminary results show that AFL+DIAR does not only discover new paths more quickly but also achieves higher coverage overall. This work thus showcases how starting with lean and optimized seeds can lead to faster, more comprehensive fuzzing campaigns -- and DIAR helps you find such seeds.
- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Generative AI Deep Dive: Advancing from Proof of Concept to ProductionAggregage
Join Maher Hanafi, VP of Engineering at Betterworks, in this new session where he'll share a practical framework to transform Gen AI prototypes into impactful products! He'll delve into the complexities of data collection and management, model selection and optimization, and ensuring security, scalability, and responsible use.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
UiPath Test Automation using UiPath Test Suite series, part 5DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 5. In this session, we will cover CI/CD with devops.
Topics covered:
CI/CD with in UiPath
End-to-end overview of CI/CD pipeline with Azure devops
Speaker:
Lyndsey Byblow, Test Suite Sales Engineer @ UiPath, Inc.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
In his public lecture, Christian Timmerer provides insights into the fascinating history of video streaming, starting from its humble beginnings before YouTube to the groundbreaking technologies that now dominate platforms like Netflix and ORF ON. Timmerer also presents provocative contributions of his own that have significantly influenced the industry. He concludes by looking at future challenges and invites the audience to join in a discussion.
GridMate - End to end testing is a critical piece to ensure quality and avoid...ThomasParaiso2
End to end testing is a critical piece to ensure quality and avoid regressions. In this session, we share our journey building an E2E testing pipeline for GridMate components (LWC and Aura) using Cypress, JSForce, FakerJS…
Dr. Sean Tan, Head of Data Science, Changi Airport Group
Discover how Changi Airport Group (CAG) leverages graph technologies and generative AI to revolutionize their search capabilities. This session delves into the unique search needs of CAG’s diverse passengers and customers, showcasing how graph data structures enhance the accuracy and relevance of AI-generated search results, mitigating the risk of “hallucinations” and improving the overall customer journey.
2. Overview
• In a previous presentation I had listed problems,
reported by customers in a desktop software, as
an exercise in thinking about testing
• In this presentation I list problems faced by a
customers in a sandwich fast food restaurant
• This presentation can be used for a non-technical
audience to appreciate the challenges of testing
• Feel free to skip the introductory slides if you’ve
seen the previous presentation
3. Background
Software testing has been compared to games
like 20 questions or Pictionary
In Pictionary one person draws pictures to
describe a card
Others try to guess what was on the card
4. Practicing thinking
Suppose you want to get better at creating clues
in Pictionary, you could look at example
drawings, which weren’t succesful, and think
about what you could do differently
In this presentation I show you problems faced
by customers of a software product and ask
you to think about how you (as a tester)
would have thought about those problems
5. Instructions
User experience
I have listed problems that users have faced.
Background
In some cases I try to give background information
Your turn
I’ve left a blank slide for you to enter your analysis
Learning
I then give my analysis
There are no scores :-(
6. My definition of a defect
If a customer experiences even a hint of discomfort or irritation
when using the software, and I hadn’t considered that
possibility, that is a shortcoming/defect in my thinking.
I need to think about how to think about that aspect of the
software which resulted in the user discomfort. In my analysis
I try to create (generic) rules which will make me think about
these issues during testing.
7. Application under test
Software is complicated. In this example instead
of looking at software, I decided to look at the
defects customers face in a fast-food sandwich
restaurant. This is not a burger restaurant. In
this store submarine sandwiches are
assembled for each customer
Note: I had written a similar article which was
focused on software
8. Customer experience
• Customer wanted Egg mayo with 2 additional
scoops of tuna.
• She was charged for Tuna with 2 scoops of egg
mayo
• Staff argued that she would have to pay the
higher price
9. Your turn
• As a tester, write down how you would have
prevented this problem
10. Learning
• Did I think about the different variations of
add-ons?
• Did I think someone would combine tuna and
egg-mayo?
• Given that tuna is more expensive did I think
about the confusion that might cause?
• As a business did I think about training wait-
staff to offer the customer the better option
even if it means loosing money?
12. Your turn
• As a tester, write down how you would have
prevented this problem
13. Learning
• This seems like business as usual. I included
this purposely to stretch your tester
imagination/brain
• I should have thought about how the wait-
staff can respond to customers.
• Can we do anything less vapid than ‘I’m
sorry….buh-bye….’?
• Can we distribute free coupons? Or more…?
14. Learning (contd.)
• As a response to this problem business
owners/developers may be tempted to write
better algorithms to predict when the store
will run out. No harm in that. However, you
should, at the same time, think about risk and
mitigation, i.e., what if the unthinkable
happens.
15. Customer experience
• Store introduces a special promotion – a
designer take-away bag. The customer
purchases a 6-inch sandwich and while
commuting the bag handle breaks
16. Your turn
• As a tester, write down how you would have
prevented this problem
17. Learning
• This is one of the issues which could be
classified as a ‘defect’
• I can only guess that the people who designed
the bag didn’t try to commute with something
in the bag
19. Your turn
• As a tester, write down how you would have
prevented this problem
20. Learning
• Are there any alternatives if the website fails
• Does it start with displaying a phone number
on the receipt to call as an alternative?
• Should a customer service website fail? Isn’t
that terrible?
22. Your turn
• As a tester, write down how you would have
prevented this problem
23. Learning
• I should have anticipated that there would be
miscommunication with customers, e.g.,
terms and conditions are not known
• In this case, should the staff have given the
bag to the customer?
• Should I have modeled all the possible sources
of confusion?
24. Customer experience
• I asked for the bread to be toasted longer, but
I was refused…only in this outlet
25. Your turn
• As a tester, write down how you would have
prevented this problem
26. Learning
• Did I think about the customer asking for
custom cooking times? How should the staff
respond?
• This is a classic case of a problem which a
‘developer’ would likely dismiss – ‘No user
would ever do that’
28. Your turn
• As a tester, write down how you would have
prevented this problem
29. Learning
• Did I think about the customer wondering what is
in the meatball?
• Is this more of a problem because the store is in
Singapore with a large Muslim and Hindu
population?
• I should think about the variety of stores and how
they can have different types of customers and
environments
• Compare with McDonalds – there is no mystery
meat – a burger is a beef burger?
30. Customer experience
• Customer: ‘Can I get the grilled chicken
sandwich?’
• We don’t serve ‘green chicken’
• Customer complained that he was ridiculed by
staff
31. Your turn
• As a tester, write down how you would have
prevented this problem
32. Learning
• Should the staff have been trained to be more
tolerant of accents
• Is this a problem in Singapore with the large
number of non-English accents?
• Should I have provided a menu with numbers,
so customers can order #1?
33. Customer experience
• The store ran out of bread and added the
usual extra charge for flatbread or wrap
34. Your turn
• As a tester, write down how you would have
prevented this problem
35. Learning
• Did I think about this scenario – when the
store runs out, if there is a substitute, don’t
charge the customer the extra amount, or
maybe charge less?
• Are there other combinations when the store
runs out and the customer asks for a
substitute? How will they be charged?
• Should I have spent more time focusing on
problems like this?
37. Your turn
• As a tester, write down how you would have
prevented this problem
38. Learning
• Given a fast food business model, minimum
wage, staff turnover, explicit menus, what if a
customer needs help?
• Most people (staff) like to help customers – let
them do so
• If a customer needs help or is not sure, do
volunteer to help
40. Your turn
• As a tester, write down how you would have
prevented this problem
41. Learning
• In hindsight, this seems like a simple fix, ‘Train
staff not to keep the customer waiting.’
• Did I think of emergencies/distractions?
Should I have educated staff to always have a
laser focus on the customer waiting? What if
the customers ordering and paying are both
waiting?
• Will training staff work in a franchise model?
43. Your turn
• As a tester, write down how you would have
prevented this problem
44. Learning
• This is similar to a previous issue
• This could be more of a problem in Singapore
or other Asian countries
• Given the fast food business model, i.e., staff
turnover, minimum wage staff, it may be
worth listing the meat composition
45. Customer experience
• Customer: Same meal at two outlets is at a
different price
• Customer service response: Different
franchise outlets may charge different prices
46. Your turn
• As a tester, write down how you would have
prevented this problem
47. Learning
• The learning here for a tester is, ‘was I aware
of this policy’.
• If I was aware, it would probably mean a long
conversation with the product owner
• As a tester I am more interested in how
customers would perceive this policy. I may
not be able to change the design
48. Customer experience
• Customer is told, ‘Promotional meal not
available.’
• Customer service: Meal should be available at
all outlets
49. Your turn
• As a tester, write down how you would have
prevented this problem
50. Learning
• Did I think about an outlet being unaware of a
promotion?
• It’s easy to think that the only action is - make
sure the outlet is aware the next time.
• The more important learning is to train staff to
listen to the customer and do some fact
checking
52. Your turn
• As a tester, write down how you would have
prevented this problem
53. Learning
• Can the customer change his mind at any
stage? (Can they always undo without a
threat?)
• Can we display what they are purchasing and
the price like McDonalds, i.e., display a screen
with the purchased items and price?
• Would it be better to pay first? If selecting the
ingredients is part of the experience, can we
take special care to avoid sticker shock?
54. Customer experience
• Customer: ‘I want the chicken strips heated
separately.’
Background
• Customer says that chicken remains cold
55. Your turn
• As a tester, write down how you would have
prevented this problem
56. Learning
• This is similar to a previous issue
• What if a customer needs a custom order?
• Should staff ask customers why they want a
special order?
57. Customer experience
• Customer is shocked by the price of avocado
add-ons. ‘The staff assumed I want 4 scoops.
I couldn’t understand the accent.’
58. Background
• Another example of sticker shock
• Was this even more of a problem with
Singapore’s diversity, i.e. ,with many different
accents, taking orders can result in confusion?
59. Your turn
• As a tester, write down how you would have
prevented this problem
60. Learning
• Should I have made sure price is explicit when
ordering add-ons?
• Should I have thought about the diversity of
the population and the potential confusion
when informing customers?
62. Your turn
• As a tester, write down how you would have
prevented this problem
63. Learning
• In hindsight, this seems like an obvious
problem.
• Was it as easy when I looked at the promotion
to think about a customer comparing two 6-
inch meals to a foot long?