Testers know your customers - 8 hands on tips

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Testers should focus on understanding customers through various methods like interacting with end-users, looking at all levels of quality, and using customer personas. It is important to work backwards from the customer experience to the technology. Companies can use analytics, usability testing, customer support interactions, and A/B testing to better understand customers and improve testing. Regularly validating business assumptions against customer needs helps ensure software meets customer requirements.

Technology

Testers know your
customers!
Eddy Bruin
Improve your testing & deliver software people want to use
Daan Koolman

How often do you interact with your end-users?

What said fellow testers?
Source: Gojko Adzic - https://gojko.net/2016/03/14/most-important-lesson/

Source: Gojko Adzic
Do you look at all levels of quality?

Text is ambiguos
How to get to know your customer?

“You’ve gotta start with the
customer experience and work
backwards to the technology.”
Steve Jobs

Prepare your reviews
(treat them like a UAT)

Browser overview
TNT.com Track & Trace TNT.com (in dept)

How fast do customers perceive our service?

- Better use of personas
- Be the user frequently
- Visit CS
- More structural usability tests
Improvements

1. Shorten feedback loops back to business ideas
Business ideas are assumptions. Do they really fullfil the customer’s needs?
2. Validate & measure those business assumptions
Get analytics running as soon as you can!
3. Continuously focus on the customer
Personas, CS, Super Tuesdays, A/B Testing, Usability Testing & Analytics, Feedback tools
4. Knowing your customer helps you determine risks to test
Determine which browsers or devices to test
Use persona’s to act as a certain tester
5. Keep experimenting and have fun!
Learning comes from experiencing the unexpected
Know your customer!

Hey, I just met you
And this was crazy
So here’s my twitter
So tweet me maybe?!
@eddybruin
Credits to:
All teams!
Gojko Adzic
Or us: eddy@loopforward.nl – daan.koolman@gmail.com

It is possible for a product to pass quality assurance tests and acceptance testing without being user-friendly. It is also too easy for those of us who build digital products to make assumptions about what our users need. As a design thinker, I strive to bring the authentic voices of complex audiences into the product lifecycle through pragmatic research. A sound design research process not only shapes digital products to be more usable, it also adds value to drive engagement.

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Testers know your customers - 8 hands on tips

1. Testers know your customers! Eddy Bruin Improve your testing & deliver software people want to use Daan Koolman

2. How often do you interact with your end-users?

3. What said fellow testers? Source: Gojko Adzic - https://gojko.net/2016/03/14/most-important-lesson/

5. OV - Chipkaart

6. Source: Gojko Adzic Do you look at all levels of quality?

7. Traditional Test Focus

9. How to get to know your customer?

10. Text is ambiguos How to get to know your customer?

11.

12. “You’ve gotta start with the customer experience and work backwards to the technology.” Steve Jobs

13.

14. TNT Digital Departement

15. 11May2014

16. TNT.com 11 May 2016

17. Shipment

18. MyTNT

19. Track & Trace Mobile

20. How we focus on the customer

21. Persona’s

22. Details bring more Test ideas

23. Use persona’s during bug hunts

24. Usability testing Tester

25.

26.

27.

28. Prepare your reviews (treat them like a UAT)

29. Daan

30. Customer support

31. User analytics based testing

32. Browser overview TNT.com Track & Trace TNT.com (in dept)

33. Where are our customers?

34. How fast do customers perceive our service?

35. Google Analytics

36. Competitor example: POST NL

37. Analytics dashboards

38. Google Analytics reporting

39. Feedback tooling

40. A/B testing

41. Testing the widget

42. Be the user

43. When to do all this?

44. - Better use of personas - Be the user frequently - Visit CS - More structural usability tests Improvements

45. 1. Shorten feedback loops back to business ideas Business ideas are assumptions. Do they really fullfil the customer’s needs? 2. Validate & measure those business assumptions Get analytics running as soon as you can! 3. Continuously focus on the customer Personas, CS, Super Tuesdays, A/B Testing, Usability Testing & Analytics, Feedback tools 4. Knowing your customer helps you determine risks to test Determine which browsers or devices to test Use persona’s to act as a certain tester 5. Keep experimenting and have fun! Learning comes from experiencing the unexpected Know your customer!

46. Hey, I just met you And this was crazy So here’s my twitter So tweet me maybe?! @eddybruin Credits to: All teams! Gojko Adzic Or us: eddy@loopforward.nl – daan.koolman@gmail.com

Testers know your customers - 8 hands on tips

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