Shifting Our Testing to Embrace Customer Experience

In today’s environment, customer and user experience (CX/UX) is overwhelmingly important—and is not just about the product. CX/UX describes all facets of a person’s interactions with and reactions to the product, the organization that supplies it, and the environment in which it is experienced. Isabel Evans says that in order to focus our tests appropriately, it is vital that we testers understand our users’ experiences. We need to explore and measure human, business, and societal impacts of products we develop, and how those aspects are underpinned by technical qualities. We need to shift our testing mindset to thinking about the customer experience and testing through the whole design, development, and life of the products and services that support CX/UX. We must become engaged in understanding CX/UX from the start in order to address it successfully. Isabel will present examples from real projects as she discusses how to understand user personas, contexts of use, and acceptance criteria. She’ll also share a method to understand and test how customers experience your product by thinking about the quality layers of user experience, quality in use, and internal quality. Learn to define who your customers are and identify the needs and desires that are important to them.