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The rapid pace of software deployments and fierce market competition has put the spotlight on the ability of the testers to help organizations deliver the best customer experience. In order to test customer experience, testers must enhance their testing skills so that they can assess the perception of customers when they interact with the software under testing.
Software Testers can add immense value to the software development process if they possess the skill to pull in customer insights for determining the issues that affect customer experience. To achieve that skill level, testers must have a real working knowledge of Customer Experience Testing. They must pay attention to the following aspects while testing, in order to effectively enable top-class customer experience:
Understanding the Customers
A comprehensive understanding of customers and a focus on customer experience can help the testers establish priorities before creating the tests. Hence, it is pertinent for a QA company to incorporate the process of ‘thinking from the viewpoint of customers’ into its testing technique. Testers can ensure that testing is suited to customer needs if they clearly understand the preferences of the customers, along with their expectations with regard to functionality, performance, and security of a software product.
Defining and Validating Requirements Related to Customer Interactions
Software Testers can enhance customer experience by tailoring the testing process in accordance with the expectations of the customers. For improving customer satisfaction with a software product, testers would need to think like customers and test the functional and non-functional traits of the product. They would need to define and validate requirements related to customer interactions. They should specifically test the look and feel of the product under testing, its ease of navigation, speed, performance on different devices, and seamless working of intended functions.
Adding Customer Experience Testing to the Existing QA efforts
Customer Experience Testing is a user-centric approach that can be used by a software testing company over and above its technical testing methods. By testing the actual user behavior with a software product, testers can improve customer experience by making innovative changes to the execution of test plans. Testers can easily spot the major issues in the product because of the numerous peripheral variables embedded in the Customer Experience Testing process.
Conducting In-depth Performance Testing
In-depth performance testing is crucial for enabling top-notch customer experience because it ensures that testers thoroughly test a software product. With emphasis on customer experience, Software testing can be extended beyond load speed to take into account all the factors that can potentially influence the overall user experience. These factors may include the launch time, RAM usage, and battery usage of the software application under testing.
Gaining Knowledge about Crowd-sourcing
With the aim of top quality customer experience, satisfaction and retention, testers should acquire knowledge about crowdsourcing. Crowdsourcing can be leveraged by testers to obtain tangible customer feedback prior to the release of a product on the market. The diverse parameters on which crowd-testing can be carried out by testers at the development and post-production stages include design, user interface, navigation, and the core aspects of the software product.
Consolidating and Evaluating Customer Feedback
The use of the Customer Experience Testing mechanism by a QA outsourcing provider paves the way for consolidation and evaluation of customer feedback. Testers can effectively augment customer experience if they have full access to the inputs provided by the customers. The customer issues and suggestions gathered by testers through customer interactions can be outlined for an upcoming test cycle so that the final product can be enhanced from the customer’s perspective of top quality.
By performing Customer Experience Testing in a meticulous manner, testers can comprehend the ‘pulse’ of the customers as they would be testing holistic solutions rather than just systems. The customer-focused testing procedure gives testers the ability to test ‘full customer journey’ including custom settings, personalization data, cross-channel browsing and interactions, as well as complete and incomplete transactions. Thus, an organization can respond to both inevitable and unpredictable product failures in a timely manner so that the customers do not opt for a competing product. Overall, Customer Experience Testing makes the testers the custodians of customer experience, thereby enabling them to help an organization provide the best possible experience to its customers, attract new customers, and retain existing customers. Connect with us for assured consistent top quality customer experience.