The transition from testing applications to testing customer experiences
When an application/service is deployed or changed, the customer's perception and experience with the end-to-end process is what makes or breaks the success of the release. In a digital world, the customer's journey touches many complex bits of technology, all working together. This is across the multiple channels that the customer adopts to interact with the product or service.
Trigent's team of experts helped us run end to end business process led testing services that took into account pre-launch preparedness, operational readiness and the experience across key customer touchpoints to help identify friction not only in the application, but supporting processes as well
— Director QA, Healthcare ISV
Fig:1 Watermark Consulting Customer Experience ROI Study
Trigent’s Customer Experience (CX) testing identifies areas of poor service that typically come from a combination of systems & processes. It is this holistic view that can assure customer experience.
We focus on:
Our approach to understanding the customer experience rests on answering some of these questions:
Testing & test design centers on risk-based test prioritization where we evaluate each user journey and assess the probability of failure, and if it fails, the possible impact (financial, inability to meet customer promises and thus loss of customer’s loyalty, loss of time, etc). Testing resources are then assigned to the highest perceived risks.
Testing & test design focuses on all aspects of the journey wherever there are direct customer touchpoints, and commitments made to the customers. The tests aim to ensure that the systems & processes are consistently delivering these promises across all touchpoints in line with customer expectations.
Trigent’s customer experience testing focuses on the systems and the end-to-end process that constitutes the user’s journey. All aspects of interactions between people, processes, and systems are explored to assure seamless hand-offs between man and machine!
Customer experience is about making sure that all communication interfaces at the touchpoints are clear, simple, and easy to interpret. Trigent’s testing focuses not just on the delivery of the secure delivery of communication, but also follow-up actions expected from the communication.
Test the fixes, and focus on the business impact when things go wrong. Most customers tolerate failures. But they do not accept poor experience that follows failure. Trigent’s CX Testing framework, covers testing of user journeys, touchpoints, and promises for worst-case scenarios and assessing the readiness of the processes, the people and the technology to handle this effectively and mediate the faults.