Designing a great application is only part of ensuring a great customer experience. Ensuring that the application meets business and user expectations in a way that attracts and keeps customers wanting more, yet protecting and increasing business interests is the key to a great customer experience. Join guest speaker Margo Visitacion of Forrester Research Inc, and Mark Eshelby of Compuware for this webinar about Designing and Launching Web and Mobile Applications that delight your customers and are good business. In this webinar learn how: • Today’s teams must focus on a wider range of requirements to verify in complex environments –how do web and mobile applications change the customer experience? • Why application development professionals must use collaborative test design principles and approaches . • How to approach testing your Web and Mobile Applications focusing on the end user experience.

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Margo Visitacion, Vice President Forrester Research
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2. 2 © 2011 Forrester Research, Inc. Reproduction Prohibited

3. Performance Testing Is More Important Than Ever
Are You Prepared?
Margo Visitacion, Vice President Principal Analyst
November 2, 2011
3 © 2011 Forrester Research, Inc. Reproduction Prohibited
2009

4. Don’t pull your customer’s
strings……design your testing to
validate their needs in all areas of
performance
4 © 2011 Forrester Research, Inc. Reproduction Prohibited

5. Agenda
Designing value into your testing experience
Testing practices have changed – shift your focus
Building the perfect approach
Recommendations
5 © 2011 Forrester Research, Inc. Reproduction Prohibited

6. Customers may or may not know how to tell you what
they need…
What The It gets lost in translation May meet requirements,
Stakeholder Wants but not desired outcome
… and whatYou have to will change. there
they need help them get
6 © 2011 Forrester Research, Inc. Reproduction Prohibited

7. Testing will help you demonstrate what your
customers want in every aspect of their applications
7 © 2011 Forrester Research, Inc. Reproduction Prohibited

8. It only takes a moment to lose a customer
Performance:
– It only takes a moment to lose customers
– Nearly half of mobile web users are unlikely to return to a website that they had
trouble accessing from their phone and 57% are unlikely to recommend the site.
Security
– Online banking: the future is now
– 90.5 million Americans now bank online…..
– ….Yet less than half of customers feel secure about their institutions’
security
Scalability
– 70% of auto policies renew in January
8 © 2011 Forrester Research, Inc. Reproduction Prohibited

9. Agenda
Usability and user experience isn’t new, so why should you care?
Testing practices have changed – shift your focus
Building the perfect approach
Recommendations
9 © 2011 Forrester Research, Inc. Reproduction Prohibited

10. Testing today is not cut and dried
10 © 2011 Forrester Research, Inc. Reproduction Prohibited

11. Expand coverage without expanding your test cycle
Functional Performance
Requirement
Testing Test
• Feature • Feature driven • System
• Environment • Business performance
• Desired outcome compliance • System
• Measure • Efficient compliance
• Usable • Desired outcome
• Attractive • Measure
• Alluring
• Informational
• Desired outcome
• Measure
11 © 2011 Forrester Research, Inc. Reproduction Prohibited

12. Getting to the bottom of requirements…deploying
test types
Requirement Context
• Business needs • Ideal scenario
• Business process • Look and feel
• Functional needs • Content and performance
• Technical needs • Personas
Testability Organic
• Scenario testing • Environments
• Performance testing • “A Day in the Life”
• Expected results • Quality thresholds
• Identifying participants • Metrics
12 © 2011 Forrester Research, Inc. Reproduction Prohibited

13. Allows you to account for all user scenarios and
performance variances
• Performance
•1 Click transactions
• Multi level search
• Mobility
•Easy to read
• Performance
•Critical information displayed •Guidance
•Security •Confirmation
•Quick Zoom
•Comfort
13 © 2011 Forrester Research, Inc. Reproduction Prohibited

14. The team drives holistic, end to end quality
Business
partners
Support Project/
operations program
staff managers
Business/
QA pros Quality systems
analysts
User
Developers experience
pros
Architects
14 © 2011 Forrester Research, Inc. Reproduction Prohibited

15. Verifying what the customer really needs can cut
testing costs?........YES!
How does the
user feel about
Requirement Is it easy to use?
performing the
task?
Does the
What’s the
Scenarios functionality
frequency?
support the task?
How does it map
Environments What’s the risk?
to the task?
What’s the
Priorities Who uses it?
benefit?
15 © 2011 Forrester Research, Inc. Reproduction Prohibited

16. Agenda
Usability and user experience isn’t new, so why should you care?
Testing practices have changed – shift your focus
Building the perfect approach
Recommendations
16 © 2011 Forrester Research, Inc. Reproduction Prohibited

17. Start thinking like a product team:
Small, frequent Beg, borrow,
Collaborate Discuss options
tests steal
17 © 2011 Forrester Research, Inc. Reproduction Prohibited

18. Get empowered
The empowered testing team
• Introduced early in the cycle
• Part of the development and design process
• Part of the project initiation process
• Tests early and often
• Is enabled to make the tough call
• Can call in support help when necessary
The powerless testing team
• Gets content at the last minute
• Has no insight into development process
• Has little insight into business stakeholders needs
• Cannot hold up the cycle must squeeze their tests to fit
in a compressed cycle if other team members slip
18 © 2011 Forrester Research, Inc. Reproduction Prohibited

19. ….and set the bar before testing even begins
• Quality thresholds
• Performance thresholds
• Performance ranges
Requirements • Negotiable and non negotiable
• Determining testability
• Data mapping
• Integration testability
Design • Mapping automation strategy
• Functional testing design
• User experience design
• Performance design
Development
• Regression testing design
19 © 2011 Forrester Research, Inc. Reproduction Prohibited

20. Recommendations
In the short term:
– Don’t break the bank – collaboration is cheap and it works
– Let testers talk to marketing and product leaders to determine
performance requirements
– Test early – start with static testing to focus performance
testing later
– Start thinking in terms of personas when building test plans and
test cases
Long term
– Revamp testing cycles to be more product centric to build in
usability and customer experience
– Outsource when you have special needs
20
– Incent your support teams to join testing whenever possible
© 2011 Forrester Research, Inc. Reproduction Prohibited

21. Thank you
Margo Visitacion
+1 617.613/8844
mvisitacion@forrester.com
www.forrester.com
© 2009 Forrester Research, Inc. Reproduction Prohibited

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