Consumers expect a frictionless end-to-end app-driven experience, including the link between the digital and physical worlds. Usability testing helps brands ensure a seamless consumer experience by validating that real users can intuitively access your app's features. Testlio has curated seven applied use cases for engineers, QA leaders, and product managers responsible for app-driven customer experience.

1. Seven End-to-end Usability
Testing Examples
The lines between the physical and digital worlds have crossed, and consumers expect a
frictionless end-to-end app-driven experience. Today, usability is about making consumer
lives more manageable throughout the customer journey, and brands are quickly
adapting to customer expectations.

2. Retail Usability Testing
The app for one of today’s top U.S. retailers empowers customers to search for offers, read product reviews,
and create an advanced shopping list with notifications for sale items and product availability. The app
experience extends into the physical world with options for same-day delivery, holding items for in-store pick-
up, or delivering and loading purchases into the customer’s vehicle while they wait.
In the case of Usability Testing for this retail app, testers who match the client’s customer base test the entire
app-driven experience from start to finish. They provide feedback on their in-app experience as well as the
quality and timeliness of the physical shopping experience. Example end-to-end usability test scenarios
include:
● App response time
● App design and layout ease of use
● Clarity of app messaging
● Packing and accessibility of items on hold in the store
● Time to deliver and load items into a vehicle
● Friendliness of employees throughout the process

3. QSR Happy Path Usability Testing
Nearly all major Quick Service Restaurant (QSR) chains now offer mobile apps with features like exclusive deals,
custom ordering, pick-up time scheduling, group orders, and integrations with loyalty programs.
A “happy path” usability example for a QSR app is to search and customize an order, apply a coupon to the
order, schedule a pick-up time, and submit the order. This type of happy path usability testing can be tightly
moderated or more open-ended and exploratory – all while capturing the verbal stream of consciousness and
non-verbal queues along the way.
In addition to testing in-app experiences like response time, menu layout, and ease of submitting and paying
for the order, Testlio captures other user experiences that extend beyond the app, including:
● Was the order ready at the correct pick up time
● Did the order match the selections made on the app
● Was the check-out cashier receptive and polite
● How easy or difficult was the return process

4. Theme Park, Ball Game, Concert Usability
Testing
For entertainment venues and their apps, usability testers conduct on-location tests to mirror the entire
customer experience both within and outside of the app.
Usability testers are asked a series of questions to learn about the app experience while also visiting the
physical location of the venue. In addition to bugs, the Testlio team uncovers valuable “on-location” customer
experience insights. In one example where Testlio captured the end-to-end app experience for the nation’s
leading theme park, testers reported poor cell reception within specific areas of the park that limited access to
the app. Another tester offered suggestions for ways to improve the app mapping and file saving features
based on their out-of-app experiences navigating through the park.

5. Learn more
Have you considered extending your
internal QA team by crowdsourcing
Usability Testing?
Read how to experience a significantly shorter time to build customer-tested products with Testlio’s Usability
Testing capabilities.

6. Remote Usability Testing of Mobile Home
Page Navigation
Usability testing helps designers and developers understand user workflow while uncovering frustrations and
the ‘why’ behind usability bottlenecks. The test facilitator works with a network of remote testers by way of a
screen-share to interact with and capture user engagement. The facilitator also uses a think-aloud/write down
method to capture comments, feedback, and concerns.
This approach to usability testing provides both visual and verbal recordings of how real users use your
product, including navigational flow and above and below fold behaviors.

7. Banking App Experience Usability Testing
Usability testing in the context of a digital onboarding experience is initially designed to capture user feedback
during the first experience with an app or product. Testlio takes it a step further to test the end-to-end
customer experience – all with demographically and behaviorally matched testers who have never seen the
app before. The types of usability testing for mobile apps include looking for “stickiness” when transitioning
from the web experience into the native app experience.
Other usability tests measure:
● App store discovery
● Download process
● Ease of onboarding
● Ability to make payments
● The transition to the first usage of the app
For example, in the case of a retail banking app, users are asked to share the experience searching, finding,
downloading, and using the app for the first time. Structured and exploratory usability interview scripts are
used to capture the users’ level of comfort with sharing secure information during onboarding. Usability tests
are also conducted to evaluate the entire onboarding experience and provide suggestions for making it better.
Findings and recommendations are shared with client design, marketing, and engineering teams to improve
the end-to-end customer experience.

8. Design Testing Prior to Extensive Code
This type of usability testing is designed to capture user input earlier in a feature update development process
by learning how your customers receive the visual elements of a product.
The usability test is designed to measure the clarity of the content, design, and UX elements. By helping to
refine the designs along the way, the product team can identify design problems before product release and
proceeds with more focus and direction.

9. Discovery Phase Usability Testing
Usability testing project managers are tasked to learn user preferences for a series of features. Usability
testing, in this context, includes gathering feedback from users about what they need from the product and
how the developers should prioritize the feature development within their upcoming sprints.

10. So if you were waiting for the perfect time to add continuous usability testing to your software
development lifecycle, the time is now. Talk to one of Testlio’s professionals today.
• Incredible testers throughout the world.
• A sophisticated understanding of user experience and behavior.
• Testing on real devices.
• Delivering actionable insights.
Talk to a professional