a tester’s experience with user experience mapping

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