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Software Testing according to Customer Requirement

Software Testing according to Customer Requirement

22 October 2020 10 MIN READ BY Nithin SS

Customer Requirement motivated Software Testing Strategies

Customer requirement based software testing is a requisite for absolute customer satisfaction. Companies cannot thrive & be profitable without meeting customer requirements meticulously is an absolute truth in today’s customer-centric arena. Meeting customer expectations is extremely pivotal for businesses to attain customer satisfaction. Modern software testing strategies emphasise the above point which means customer feedback or customer inputs are very important in modern testing practices. Serving customer demands in a fascinating manner is the key to building a product and achieving absolute customer satisfaction. And I always believe that, if a product can’t build good user trust or can’t provide a good user experience, it is not a successful product!!!

This article is about the power shift of focus toward ensuring customer delight while indulging in software testing and development, that is, Customer requirement based software testing.

In traditional software testing, testing practices were more focused on delivering only the objectives of the software testing team rather than considering the customer experience. Now, it is about beyond traditional software testing.

Along with the evolution of products & technology, customers also evolved. This new vista is set to upend traditional test case-based approaches with different software testing strategies and customer-centric approaches. If the product is not customer satisfactory, they are sure to proceed with alternatives and the market has lots of options inclined to fulfil customer demands that customers can choose from. This is where we can end up when software testing strategies are not focused on customer experience or customer point of view.

Designing effective software testing strategies

What really matters is the customer experience!!! It’s a win-win if we can provide a better customer experience.

And it’s time to shift the testing objectives to delivering desired customer experience.

To design effective software testing strategies which are customer satisfactory, firstly we must understand customer behaviour which encompasses different characteristics, traits, and non-functional aspects alongside addressing human behavioural elements.

Mainly Customer Feedbacks, Emotions & Feelings!!!

Michael Bolton has shared a wonderful piece of content to understand more about “Emotions in Software Testing”

 

Importance of Exploratory Testing in COT

No matter how carefully we design, develop & test our product, people will refuse to stick to the happy paths we laid out for them 😄 And we cannot blame them for that, we also behave the same when we are customers/users of a product.

 

 

It’s why exploratory testing is so important when we do software testing preferring customer-centric approaches.

Do something unexpected, as your customers certainly will.

Understanding the customer & user journey gives us an infinite space to test and vast possibilities to explore the product.

Follow the intuition and understand the design with the intend of a user engaging to it.

A Customer obsessed software tester focuses on customer satisfaction by thoroughly understanding them and acting on those insights.

In addition to doing software testing, try to understand the context, ask customer focused questions and challenge customer centric assumptions for a better Customer requirement based software testing.

 

How Testers can bring Value in COT?

Testers bring value by helping to combine the understanding of technical requirements of the system with the big picture of business requirements. Also, they ask customer-focused questions to evoke requirements and remove hidden assumptions. And these customer centric questions are an important part while learning more about the product and help understand it well.

The main purpose is to give valuable suggestions to improve products for better user experiences that can result in excellent customer feedback. Staying customer focused leads to improvements in application software that are validated and useful.

Customer centric approaches are the best way to ensure that your customers will actually use the product you’re building.

 

Priorities in COT Test Strategy

  • Improving user experiences & driving business outcomes with excellent customer feedback.
  • Analyzing risk & reducing its probability of occurrences
  • Use specifications for understanding risks and input to manual exploratory tests
  • Consider emotional and psychological user experiences
  • Conduct in-depth performance testing
  • Depend on opinions beyond specifications
  • Involve, collaborate, and communicate with team members handling customer services or customer support.
  • Keep data as the source of truth. Analyse previous versions of Issues reported, Customer Feedback, User Inputs, and Inputs from the customer services team to drive the testing.
  • Focus on factors like Accessibility, Trust(Security), Intuitive & Ease of Use(UI/UX), Functionality & Content

 

How can we Approach?

User Data as the basis of Software Testing Strategy

Let Data & Knowledge drive the tests evolved from opinions

Understanding how customers use our application is valuable information for every team. `Before building a Software Testing Strategy from a customer point of view, user analytics must be considered. Analyse the previous data & understand the risks. Customer feedback received from previous versions, production issues and customer support team inputs are the information to consider while building Software testing strategies from the customer’s point of view. We can even provide valuable recommendations by gathering inputs from these sources.

Consider an example of application software for e-commerce, where the bounce rate is more due to the page load time on the checkout screen. By analysing this data, we can provide recommendations on reducing the page load time thereby reducing the bounce rate and a subsequent increase in the revenue and an improvement in the conversion funnel.

Data is the key factor for customer-centric strategies. Just imagine, if a small reduction in page load can increase the revenue of a business, how much impact can we bring in by analysing relevant technical behaviour & data? Also, have frequent chats with team members handling customer services or real customers and gather user inputs and customer feedback.

 

Testvox - Software Testing Company

 

Customer-Centric Regression Tests

Focus more on creating regression tests from production logs, which are detailed records of possible user activity paths. By analysing the logs or tracking system, we can gauge the user attempts and possible paths and focus more on those areas. Automated testing, smoke testing, performance testing, and transaction monitoring all benefit from knowing the top customer demands from these logs.

Let Data & Knowledge drive the tests to evolve from opinions

Rather than choosing all the major functions of the application software to determine stability, testers can choose the functions that matter most to customers. The larger a platform, the more that usage is distributed. Application features which are most favourite of users should be monitored closely for error rate and should be tested in-depth based on risks identified.

 

Prioritization of Tests based on Device & Configurations

Again, data is the key here also. Customer usage data plays a vital role in building a proper software testing strategy that is customer-centric. Having the analytics on customer delighted devices & configurations is very useful. It helps to identify which browser is being used the most, which Operating System is preferred, which platform receives more traffic, which mobile device is being used by most of the users etc. Based on these, companies can focus on product configurations used mostly by the customers. And, this is where cloud providers play a key role. Rather than depending on in-house options to buy more real devices, it is always a good choice to rely on cloud providers like BrowserStackSauceLabsLambdaTest etc.

 

Performance Testing

  • How will you rate the application which is having a severe performance issue?
  • How do you feel if the application software keeps on loading for a while?

Answers to these questions give us the importance of performance testing in customer centric software testing strategies. As I said before, emotions and feelings are more important in software testing strategies which are customer centric. And performance is the key factor in that.

 

Monitor & Prioritize

Focussing all over the place can be a hassle for all the teams. So, keep in mind to monitor what is relevant & prioritize what has to be resolved faster.

User actions help us to create a focussed UI test automation strategy, client preferences give us focus to test the most important product configurations. Also, this monitoring gives us the Knowledge to build software testing strategies that are customer-centric.

Understanding customer behaviour benefits everyone… Team, Stakeholders & Users

 

There is no Success without strategies that are Customer Satisfactory

We’re living in a customer-centric era & everyone tries to adapt to customer-centric approaches. Also, customer expectations of the technology they use are very high, meeting those expectations is critical. There is always an alternative option for them, so meeting customer expectations & building cordial customer relations are more important. Bringing software testing strategies which are customer-centric to the top, we win more business. Software testing is customer-centric generally when the tester takes on the persona of a customer.
Customer obsessed businesses bring better customer feedback than their competitors. It ensures that our customers select our products and services persistently over our competitors.

It describes a goal but gives freedom of imagination to the software testers on how to achieve that goal. But, certainly, it is good to ask more questions to clarify as the customer’s expectations & desires keep on changing.

 

Why Testvox?

And we at Testvox follow customer-centric approaches in our testing strategies. As we know there is no success without adapting to testing strategies that are customer satisfactory.