a tester’s experience with user experience mapping
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T8 Test Techniques 5/5/16 11:15
A Tester's Experience with User Experience Mapping
Presented by:
Marjana Shammi
IceMobile
Brought to you by:
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Marjana Shammi IceMobile
Marjana Shammi is a test lead at IceMobile where she leads a team responsible for the test process in products related to mobile applications for ABN AMRO, Jumbo, food retailers, international cash management, global client data, financial eCommerce, and CRM. With a career in testing and development and a technical and management education Marjana involves herself in technology and working with people, which she says helps her learn more. She was labeled notorious for her favorite question Why? Marjana likes a good in person conversation but she can be found on Twitter @mshammi.
Wha.+ exa.c.tly
a.re we t,ytl\9
to cJo?
Tunnel Vision
“The only way to change someone's mind
is to connect with them from the heart.”
― Rasheed Ogunlaru
Acceptability
capable or worthy of
being accepted.
pleasing to the
receiver; satisfactory
meeting only
minimum
requirements
capable of being
endured; bearable
Acceptability
Experience mapping is a strategic process of capturing and communicating complex customer interactions.
The activity of mapping builds knowledge and consensus across your organization, and the map helps build seamless customer experiences.
source: Adaptivepath
Stages
source: Adaptivepath
Outcomes
pinpoints what draws customers to your services or products
demonstrates how your experiences surpass or lag your competitors’
uncovers new opportunities to give customers what they really want from your company
Examples
Feelings
Comfort
Risks
Paths
Study of behaviour
From varying
observations and insights,
design new tests around
unexpected discoveries.
Oracle
Personal Instinct: what seems right to
me as a tester?
Experience Driven:
what has been
successful in the past?
Learned Usability:
what has become a
norm within the
user base?
Perceived Usability: what do I think the
user will do in this
scenario?
Prioritise or focus Exploratory Testing
Enhance Test Coverage
Feelings
Comfort
Risks
Paths
Emotional Heuristics
Happy: Positive, predictable tests
Scary: risks
Angry: error states, react badly
Stressful: breakpoints,
scalability
Embarrassing: hampering reputation
Indecisive: confusing users on functional
behaviour
Forgetful: caching, tokens, memory. Bring
convenience
Wicked: authentication, permissions,data
confidentiality
Bleak: incompleteness,
emptyGreedy: trying out
many things
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