1. Customer Focused Testing Model - Bridging The Gap
Joyabrata Burman – Director Quality Engineering
Manhattan Associates India Development Center
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2. Agenda Introduction Customer focused testing Model
Key dimensions of the Model
Q&A
Agenda
We will start this session with a brief introduction about the mobile application that we released this year

3. Think like our end Customers
Customer Feedback from the field – common issues
Basic functionality issues observed
How did this pass your testing?
Worried about upgrading to Latest
System outage on Big Sale Day
Would you want us to test ?
Think like our end Customers

4. Our QA validation story at most times
100% of QA Test suite Passed
All defects validated
100% Pass rate of our automated Scripts
Exit Criteria met successfully
What went wrong ?
This is the case where the GAP between how we TEST our product and how customers USE it , needs bridging to create the right Customer Experience

5. Customer Focused Testing Model
Aimed at bridging the gap between testing and using
Is a collaboration of Practices and Tools
Empowers Testers to understand customer better
Shift in mindset from features to solution
Automation focuses on Simulation more than validations
A robust execution system

6. Key Dimensions of the Model
Simulate Business Operations
Business Blueprint
Know Your Customer
Test in Production like setup
24x7 Continuous Validations

7. Know Your Customer
Understanding the end customer is the key aspect of this dimension. Areas to focus would be:
( Customer on Retail domain is taken as example)
Georgraphical spread of customer deployment
Location details of its DCs and Stores
Types of Items/Prices/Inventory
3rd Party systems which is used by Customer to interface with the product
Assess the volume of transactions subjected daily/weekly
Business transactions
Understand the personas of users accessing the application
………and many more

8. Model Company Standards
Build a Business Blueprint
This dimension focuses on designing a Model Company based on understanding of customer . The points to note in this section are:
Design the Organization structure of company
Plan out the authentication/access control /auditing capabilities
Integration of all 3rd Party products and components
Layout of Business operations
Aligning the volume of transactions
Design the monitors that would be used to track operations
Model Company Standards
Silver
Gold
Platinum

9. Test in Production like setup
Designing Production like Customer deployments using Cloud Services
Building the deployment configurations and machine images
Automated setup scripts to setup the Organization /Master data/Configurations
Performing large Customer DB Migrations
Automated Suite of functional scripts execution for E-2-E business scenarios

10. Simulate Business Operations
Simulation through automation of business processes and interfaces
Replicating actual Customer Relationship Management scenarios
Role-play based approach
Customer service representatives
Store associates
Designing physical layouts of Customer operations ( eg. Mock Store)
Designing for High Volume transaction days ( Sales)

11. Continuous Execution - 24 x7
Simulated Setup of Model Company
Operates on business hours
Business transactions spread out across the day
Day begin operation
Day operations
Day end operations
Role based accountability
Monitoring & Reporting

12. Q&A

13. Author Biography
Joyabrata Burman Director, R&D, Quality Engineering, Manhattan Associates Inc.
Joy has been in the industry for last 19 years, catering to Quality Engineering projects across multiple domains for Services and Product Engineering organizations. At Manhattan Associates he has built the Quality function for OMNI Channel suite of Products. He is currently focused in the design and development of ‘Production Assurance’ unit for Manhattan’s OMNI Channel solutions. The unit is designed to be the first customer of R&D deliverables and build the right level of assurance for our customers in the field of Performance, Monitoring, Usability and Dev Ops.
He has delivered plenary sessions in Stepin Summit and Silicon India on ‘Security Testing Strategies’.

14. Logo of your organization
Thank You!!!
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