I used to feel ashamed when support tickets started coming in after a release. This was my product, I was the one supposed to find these problems when testing. I blamed myself for not discovering the issue on time, for not thinking about that risk, for not bringing it up with the team.
However, with time, I learned to see beyond my feeling of not being good enough, and accept customer complaints as a source of input, of help, instead of personal critique. To be honest, they were actually the magic potion we needed the whole time. To grow and learn as a team.
Clients’ inquiries are not always bugs. They can be feature requests, questions, show you that your UX needs improvement or much much more. By going through them regularly, and in a structured way, we get continuous feedback from our users, we address their needs better and faster, and we co-create our products instead of relying on our assumptions.
In this talk, I will:
- Explain how to get valuable insights from customer complaints and utilize them in the testing strategy;
- Give a practical example of how to visualize the results of the analysis;
- Share the success story of my team – how we got a space on company-level business review meetings to share insights about quality and action plan based on them.
Key takeaways:- Customers’ complaints are a valuable asset to the testing strategy
- Sharing learnings from customer feedback can help testers get visibility and show their value in the organization, thus making more impact on the product;
- Regular analysis of customer complaints is not a burden if you have a framework for making it actionable.
