Reimagining Testing for Digital Experience

Jul 5, 2019




More and more businesses are evolving, and the trends are strongly indicating fading
boundaries between business line. There is a rapid adoption of new technologies into
businesses at a very rapid pace, and in the process, competitions have become distinct among
peer groups. One of the important goals across business lines is to define and improve the
customer experience (CX) and user journey. Digitization of customer experience has also
evolved with times. Those services and products that strive to continuously change the CX are
the likely ones to lead the pack.
Perhaps, the most complex aspect of testing is to sign-off on CX. Firstly, CX testing is
complicated and scope of CX is usually undefined. If one has to write CX requirements for a
product used by user base of people over 20 years as to females who are between 20-40 years
living in Asia has different scales of complexity measures. Secondly, CX is linked to personal
preferences and choices. A group of 100 people within the same geo coordinates are likely to
more than dozen choices and opinion on a product, say a fitness watch. Thirdly, with
digitization of CX, the seamless boundaries of network, omnichannel and augmented reality
are integrating into traditional software applications. The digitized customer experience is the
new digital experience (DX) that is likely to dominate in the coming years. Testing for DX has
to be approached more scientifically with elements of psychology, and boundaries of
technology adoption. One such QA approach that has the potential to handle DX testing is the
hypothesis testing. The team that needs to be part of DX testing is very different from a
traditional testing.
The session brings out the methods and techniques of Hypothesis based testing approach for
solving some of the complex problems such as
§ Maps have become integral part of our life, and how to detect issues in maps
§ Fitness bands are popular among urban population, and methods to measure the
accuracy of the steps
§ Visual issues in web pages can impact the user experience, and how to smart solve
some of them
§ Smart lights are catching up. Are they good enough? How testers can approach the
CX aspects
Structure of the session
§ Complexities, challenges in CX
§ Principles of CX
§ Hypothesis testing approach
§ Case studies

  • TESTCON 2019
    Ramakrishnan Sitaraman

    CSS Corp

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