Quality in use: the beating heart of the customer experience Isabel Evans - Quality Manager Dolphin Computer Access Accessible document describing this presentation available from [email protected]
Jul 17, 2015
Quality in use: the beating heart of the
customer experience
Isabel Evans - Quality Manager
Dolphin Computer AccessAccessible document describing this presentation available from [email protected]
Dolphin’s Purpose
Noel DuffyManaging Director
Dolphin Computer Access
“It is our purpose
to deliver independence
to people with vision and print impairments all
over the World.”
“In an ideal world no-one would need our products – no-one chooses to be blind”
• The Dolphin Challenge:
• Even if the products are perfect no-one chooses to be print-impaired...
Dave Williams
Dolphin Blindness Product Owner and Q&D Tester
Our journey
Dolphin recognises an opportunity for improvement
• Takes on a quality manager
– To improve testing
• What needs improving?
– No specialist testers
– No reporting on testing
– No techniques
– No automation
Solution 1: more testing, better testing
• Improving test skills and motivation
• Night-siding to New Zealand
• Regression test packs, personas, user stories
• Technique of the Week & lunchtime briefings
• Automated some testing– CTE and Python
– Rhubarb
– Beetroot
– Sledgehammer
• Lots more to do...
Solution 2 - Improve test reporting
tests passed
tests failed
tests not yet run
Example snapshot for one product – simple reporting:
Solution 3: improve metrics
Release X
More defects found after release
than in test
More defects found in testing than after
release
Defects found in test Defects found after release
Example snapshot for one product – simple reporting:
Release Z
Improvement target we have set
for ourselves
Release Y
By July Aim for December
Side effects of the cure
• Disadvantages of improving testing and acceptance criteria
• Being wedded to your own solution
• The “new cleaner” syndrome
• Fear of change
• Level of maturity
• Loss of balance between pressures
• Cannot automate yet...
• TEST IMPROVEMENT IS NOT ENOUGH!
Project stopped
and restarted
Morale drop
Workloadincrease
As well as test improvement support the company vision and purpose:
Deliver appropriate solutionsBe loved by customers
Deliver commercial success
Solution 4: use ISO25000 - Quality in Use
Usability
Context conformity; Context extendibility;
Accessibility
Safety
Effectiveness; Efficiency;
Satisfaction
Flexibility
Commercial damage; Health & safety (operator & public);
Environment
Quality in Use (QiU) and Dolphin
U
F
S
Quality in Use – “My tasks” and “My money”
Dealers
Sales Marketing
Buyers
People with Visual Impairments (VI)
QiU scores for two Dolphin product users
0
2
4
6
8
10Effectiveness
Efficiency
Satisfaction
Conformity
Extendibility
Commercial
Health &Safety
Environment
VI - SuperNova
VI - Guide
Solution 5: don’t forget engineering detail
Security
Operability
Functional suitability
Compatibility
Maintainability
Portability
Reliability
Performance
Internal Quality (IQ) How was it built? Is it faulty? Were good techniques used?
Internal quality (IQ) – engineering detail
Engineers and technologists care about these...Other people only notice them if they go wrong...
Support
Development
Sys-AdsF_O
Po_Co_Ma
S_P_R
Quality in UseInternal Quality
UFS
F_O
Po_Co_Ma
S_P_R
Sales
Marketing
Support
Development
QiU and IQ – Dolphin Project Team
Includes People with VI
Includes People with VI
UFS
F_O
Po_Co_Ma
S_P_R
Market Readiness testingBeta testing
Research, Design, Development, Code
Review, Unit test, Product test
Testers for QiU and IQ
Market Requirements
Iterations
Post Implementation Review
Solution 6 – customer-centric SDLC
U FS IQ
Solution 7 - Project workshops with sales and marketing
• Marketing, Sales, Support
– Focus on emotional
– Focus on practical
– Focus on tasks
• Vision
• User stories
• Acceptance criteria
• Development, Technical testers
– Focus on measureable acceptance criteria
– Focus on architecture
U F S
F_O
Po_Co_Ma
S_P_R
w1 w2 w3 w4 w5 w6 w7
w6 w7
w1Choose
Contents
Release
Market Ready test
R&D&T for this iteration
R&D&T for multi iteration items
Release
Solution 8 – Sensible Iterations to focus the detail
Market readiness email• What is the verdict on this build?
• Action: verdict by (date):
– Yes
– No
– Don't know
– No opinion
• Proposed deadline for …
– Date for all market readiness feedback
– Date for release Market
Ready test
Iteration content email
• What is going to be in the next iteration?
• What about the issue with (....)?
• How did we come up with this content list?
• What is the proposed schedule?
• What is the contingency plan?
• What is your verdict on this plan?
• Response by (date)Choose
Contents
What have we learnt?
• Marketing, Sales and Support involvement
• Improving project & quality management
• Improving test skills and motivation
• Iterations forced out process weaknesses
• Night-siding to New Zealand
• Technique of the Week & lunchtime briefings
• It’s good when other people have “your” ideas
• Automation is hard sometimes
• Accessibility and white-boarding...
• Lots more to do...