Customer experience testing
Keep your users connected, engaged, and delighted
The transition from testing applications to testing customer experiencesWhat we do
iBridge 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:
- Testing holistic end to end solutions, not just individual systems
- Looking at solutions in terms of their ability to work for our external customers
- Asking whether they help deliver the best experience to the customers
- Asking whether they help to retain existing customers and attract new customers
Our approach centers on the following key axioms.
- Know what matters to your customers – focused risk-based testing 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.
- Communicate clearly and – test the communication & interactions 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.
- Keep any promises you make – can we test these promises? 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.
- Take responsibility when things go wrong 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.
- Spot potential problem areas and fix them - systems & process focus 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!