STAREAST 2020 Concurrent Session : Driving Testing Insights with the Voice of the Customer


Wednesday, May 6, 2020 - 2:45pm to 3:45pm

Driving Testing Insights with the Voice of the Customer

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Testing is the final step prior to launch, and as a result, testing timelines are often compromised to meet overall project timelines. Under these circumstances, a risk-based testing strategy becomes the status quo to roll out the product with minimal priority issues. To leverage risk-based tests, teams have traditionally relied on a tester-centric approach by focusing on the testers' subject matter expertise, the application's defect-prone areas, and frequently executed test cases. However, we now have an opportunity to enhance and transform our risk-based testing approach to be more user-centric. With a technology backbone, the “voice of the customer” research method describes the needs of a company’s customers instead. This information is collected through various channels: surveys, call data, focus group outputs, case studies, and social media. Learn how to leverage artificial intelligence, machine learning, and social media together to create user-centric testing insights that can inform new risk-based testing techniques.

Nandini Kalyanasundaram
Deloitte Consulting LLP

Nandini Kalyanasundaram is a manager within Deloitte’s quality engineering practice. She has more than 12 years of hands-on experience in driving large test delivery engagements focused on efficiency, optimization, and adoption of next-generation technologies. Nandini has worked with both telecom and health care clients.

Deloitte Consulting LLP

Leah Longden is a senior consultant with Deloitte and has served as the lead of a major telecom industry client’s Customer Champion Team, responsible for improving technology and business decisions based on customer feedback. She has also served in both functional and technical roles as test lead and Oracle Business Intelligence Enterprise Edition (OBIEE) report developer. Due to her experience in technology and Voice of the Customer, Leah continuously helps to improve technical solutions and aids in refining processes across teams involving customer feedback.