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Be Skeptical About These 4 Customer Experience Myths



Customer Experience Myths
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People will appreciate it when you think outside the box

The only people qualified to test out the usefulness of your app are the real users. Don’t be tempted to let your dev team and other coders test it out for you. Real-life users will give you the exact feedback on what they want.

The biggest players in the tech space have real users at every stage of their process from the concept to the actual implementation. There is room for improvement in the evaluation of customer experience, and there are a lot of myths that surround the customer experience. Some of them will be discussed below.

Myth 1: User stories provide the optimal customer experience

As a designer or manufacturer, you have an idea of how well your product works, and you judge your work based on the expectations you set for it. However, it is the expectation of the real users that matters and you need to gauge that.

From user stories, you can get feedback on how they want your product to work in a specific setting you can commission external testers to figure out if it worked in that scenario. User stories tell half the tale because they are just speculation. Without external testers, you never really know how users engage your work. With an external perspective, you can quickly and efficiently identify bugs in the system and get to fixing them right away.

Myth 2: Beta testers are excellent QA testers

The one thing beta testers have in the bag is their understanding and experience of your app. This experience becomes limited when you’re looking for new perspectives. Past experiences with an app will affect the way you use it today.

The beta testers already expect your app, and they use it a certain way. They are already conditioned to use it in ways that are perhaps less intuitive. Beta testers thus may not necessarily use the app in the ways that your actual users and customers will so they don’t make that much of a difference in QA.

New users are a fresh slate and thus can quickly point you to bugs and areas where they feel require improvement.

Myth 3: QA teams can see the full picture from the customer perspective

The ideal customer experience improvement will come from a blend of interval testing and real-life users. Professional insight is essential in that it provides structure and consistency, but you also need new perspectives that you can only get from real-life users. These users will span a range of demographics and technical know-how levels, and this will give you a true representation of how well the app is received.

Myth 4: Customer experience enhancement isn’t so important

Excellent customer experience is just as important as the inbuilt speeds of agile methodologies. In this same light, having a timely QA is also just as important as having testers deal with all hidden bugs. Some companies leave QA for last and do this at the end of development, but it merits the budget allocation of the whole engineering team. A lot of companies spend at least one-third of their IT budget on QA testing. If your spending isn’t at that level yet, there is still the opportunity to improve QA’s impact on overall customer experience.

I cover dynamic millennial women and their careers, along with all types of business/education. I'm an overnight news editor in charge of overseeing coverage of politics, entertainment, and lifestyle news.

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