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The old days, when websites were looked upon as simply another form of advertising, are long gone.  Websites have grown to become vital marketing,  customer service and sales platforms.

Any website that provides  online business transactions  must make those transactions as easy as possible for the customer. An e-commerce site should be user-friendly. It must be both interactive and useful to the customer. While it's a good idea to have an attractive eye catching site, aesthetics can only go so far.  The site that sells the most will be the site that customers find useful and easy to use.

The website's homepage must be centered around the user and should duplicate the shopping experience as far as is practical. Remember that a user cannot hold an online product in his or her hand,  so it is vitally important to be as detailed as possible.  Online images should offer a zoom capability and product descriptions should not only be detailed they should also offer explanations or statements clarifying any common area of concern that customers may have. This is vitally important. This may seem like a lot but you can keep the site from being cluttered with text by addressing specifics.

Never treat your website as simply an online catalog. Remember that the internet is all about communication.  All text on the site should be helpful and clarifying.  It should be written as if you are having an over the counter conversation with your customer. Of course,  this means knowing your customers needs and wants even before the customer reaches your site, or at least having a pretty good idea. There are a number of sources for customer information, from surveys to customer feedback and forums where potential customers congregate.   And it's a very good idea to have a dedicated chat function right on your site,  where customers can have their problems addressed and questions answered in real time.  

Also keep your navigational architecture simple and straightforward. Make it easy to move from page to page without getting lost. Don't clutter your home page with links, offer a good search engine instead, one that enables the customer to drill down from the general to the specific and doesn't require the customer to have detailed product knowledge in order to find what he or she is looking for.

Make the checkout process easy. Don't require more information than is necessary and put all information, such as shipping cost, right up front. It's okay to offer a signup form to make later purchases easier,  but this should be optional.

And finally, but most importantly, you should test your site with potential customers, ideally before the site goes live. Customer experience testing is vital. It can save you a lot of grief and there's no substitute for user testing if you want a friendly e-commerce site.

Last year alone Apple released more than 14 versions of its iOS operating system. 
 
This infographic details how Bugwolf helps ASX200 companies manage digital quality in the wake of these changes. The infographic covers:

• An overview of iOS updates…
• Why digital leaders must monitor iOS updates…
• Real-world software failures caused by updates...
• A summary of iOS update testing benefits…
• Bugwolf’s unique iOS testing process…

The average consumer could be forgiven for overlooking the subtle impact of iOS updates… but make no mistake, these subtle changes have the potential to disrupt and undermine the quality of your digital assets.

If you’d like to see a sample of iOS test results for one of your digital assets, simply contact us. 

They have a good track record

A good vendor will have happy clients who are more than willing to explain exactly why they are happy. The vendor should also have worked for established companies with good reputations.

They Specialize

Top notch software testing vendors will stick to testing and quality assurance. They don't offer a smorgasbord of other services. This makes them more reliable when it comes to the services that they do offer, because they've drilled deeper into and understand more about what they are doing.

A history of flexibility

A good vendor will be flexible and scalable when it comes to revising tests, regression testing and so on. They can handle change without confusion and can move forward, even when things get difficult.  The vendor should be able to handle any changes in requirements.

A history of good communication

A quality provider will be open and aboveboard with everyone involved. From the client to the software development team and other stakeholders. What's more, a quality vendor will establish and maintain strong lines of communication and keep all those who need to know well briefed.

Configuration management

The vendor should also have an operational configuration management  system that will make it easy to meet any future demands.

Look for excellence

A quality software testing vendor will thoroughly screen testers to build a qualified and stable team of professionals who are well versed in the tools and methodologies required and will make sure that all the necessary resources are in place to complete assignments in a timely manner.

Independent testing and quality assurance is becoming more common because it provides a fresh set of eyes who can be objective and rigorous while integrating with other project teams at the same time. So, choosing an outsourced vendor isn't as hard as it seems. As long as that vendor fits the above criteria, there should be no problem in that vendor meeting your expectations. All it takes is choosing a vendor who focuses on maximizing benefit for the client. Then, outsourcing software testing will provide a quality return on investment.

The first step is to develop quality documentation.  What do we mean by quality?  We mean documentation that goes beyond simply addressing user requirements and asks and answers the question of how can users best be served.  This includes planning the design in such a way that it can be easily improved over its lifetime.  The design should be such that the product remains relevant and can be updated as digital technology advances.

The modern digital landscape is based on effective designs that can be rapidly shipped and easily updated.  The emphasis is now on user experience testing and user interface, as well as adaptability.

Digital technology represents a fundamental shift in human culture.  For the first time, ideas are becoming the foundation of products that are rapidly developed and quickly marketed.  The line from idea to shipping a product is becoming shorter and shorter.  This requires big picture thinking and the ability to not just envision the completed product, but to comprehend how that product will survive in the marketplace and evolve into the future.

Good design is more than just a snazzy interface.  A good design has utility and longevity.  It can be modified without crashing and smoothly accomplishes its functions.  The best way to achieve this is to stay in communication with stakeholders so that problems can come to light and solutions can be offered prior to release.  Quality design comes from a holistic approach that is based on establishing connections between people, all the way from the design team to the end users.

The single most important step in designing your digital product for success is to realize that there are real people who must use that product in the real world and they should not be forced to cope with a bad design.  Ultimately, it comes down to empathizing with the end user and developing those testing scenarios that best reflect the reality that users live in.  If you can do this, then you will have a very good chance of designing a digital product that will be successful in the marketplace, now and in the future.

Walk into some fast food restaurants and you’ll see a sign that says, “Avoid the line, order with the app.” Customers can now order via phone and have their food waiting when they arrive. Services like this save the customer time and effort and encourage brand loyalty. 

The brand that succeeds, and is remembered, will be the one that customers can relate to in a personal way. This is ironic, as pundits were prophesying only a few decades ago that the advent of digital technology would depersonalize the world. In reality, it’s the exact opposite. A truly personalized brand that relates directly to the customer, is the best guarantee of future sales.

Learning to see things from the customer's viewpoint is the single most important skill that CMOs need to develop. It starts with measuring everything. Gather all the data possible without becoming invasive. Use surveys, feedback and customer interaction through different channels. But don't stop there. Perform external and internal tests, everything from placing orders through shopping carts to measuring customer service response time.

The tendency, only a few years ago, was to make digital campaigns mirror offline campaigns. Now digital dominates. A company’s website has become its front door and social media is where reputations can be made or broken.

Omnichannel marketing is forcing attention away from traditional importances, like conversion rates and cart abandonment and is now focusing attention on the entire customer experience. Personalization means that customers no longer interface with a website or even a brick and mortar store so much as they interface with the brand itself. This gives CMOs the ability to use the vast array of digital tools at their disposal to create a unique branding experience.

A decision support system (DSS) is based on one or more databases with accompanying software that assists in analyzing information and supports the decision making process. DSS usually operates in the higher levels of an organization and is designed to allow rapid decision making based on the speedy processing of information. Decision support systems not only enable faster decision making but, by virtue of their databases, facilitate organizational operations as well.

Consequently, software has now become entwined in the future prosperity of organizations in an intimate way. Where, in the old days, decisions were often made after a lengthy evaluation of reams of printouts; they can now be made in minutes with the assistance of software applications that are intentionally designed to do the grunt work. Managers now use software as a management tool, rather than simply as a means of processing information.  

DSS is used in management through executive dashboards and other software to allocate resources and identify trends by condensing information into easily understandable presentations such as charts and graphs that summarize data in ways that once took days to achieve.

Even so, there is a difference between data and knowledge. Knowledge is data that can be applied. In this sense DSS is a means of collating data in such a way that it can be used in the decision making process, and not all decision making is taking place in the upper echelons. Digital technology has brought down the cost of data to a point where it is now easily accessible to front line employees as well as upper management. In fact, info-software tends to move decision making further down the ladder as it reduces the time and energy required to access and process information, making it possible for lower level and customer facing employees to be able to evaluate information and make decisions without sacrificing their other duties. There may come a time when decision support systems are a part of almost every employee’s toolkit.

There are a number of software applications that can help small institutions to compete with larger ones. The use of financial software can help modest financial institutions become more active in areas, such as investment, that were traditionally controlled by larger banks. There is no reason why smaller banks can't compete if given the right tools. They often have a better return on equity, lower overhead and are in better touch with their customers, which makes entry into new fields relatively easy.

Digital analytics has also reduced the need for specialized skills, such as quantitative analysis. This doesn't mean that just any bank employee can now get the best out of big data. It does mean that smaller institutions can now engage in analysis that is equal to larger institutions with a fraction of the analytical team it once required.

The most recent cloud based systems enable smaller institutions to manipulate date and do analytics with the same attention to detail as larger organizations. This means that smaller banks and credit unions are no longer prevented from operating in areas that were once reserved for larger players.

Digital technology cuts down on both time and effort. What once required an airplane hanger sized building full of drafts people and engineers, can now be accomplished by five or six individuals and  some CAD software. The same is true across the business world. IT has already changed the marketing ecosystem and put many small businesses on equal footing with larger ones. It is transforming business models worldwide and opening the door to unique products and services.  Banks, large or small, can now make better financial decisions and assist their customers in new and profitable ways.

The intention is both to improve bank/customer interface while also offering innovative new products and services. NAB is working hard to place customers front and center.

Nab’s tradition of making sure it’s about customers, has helped them to plan into the future and develop products and services for the next generation of banking. This includes the creation of NAB Labs, to develop new products and services that can be successfully commercialised in the service of customers.

NABs passion for customer service has enabled them to prioritize delivery, while improving the types of services offered. This is important because of the changing customer service environment. For example, over the counter transactions and paper check usage is on a steady decline, while digital transactions are on an upswing, with NAB processing over 45 million digital transactions a month. While the traditional bank branch is in decline, mobile banking is rising. Sixty percent of NABs customers now do at least some of their banking on mobile devices.

NAB is dedicated to making things easier for its customers, to service their financial needs and always treating them with respect. To this end, NAB has been building its digital capability, rededicating the mindset of its employees to customer service and improving the quality of that service at every opportunity.

To hear more about what NAB are up to, it’s worth listening to NAB CEO Andrew Thorburn.

Don’t Have The Rug Pulled From Under Your Feet

Remember back in 2016 when Apple decided to remove the headphone jack from their iPhones? Besides frustrating many users it also had huge consequences for audio equipment manufacturers that counted 3.5mm headphones among their best selling products.

Rather than seeing the change as a threat, the most savvy manufacturers capitalised on the new release by entering the bluetooth headphone market. Others were not so lucky; their inability to quickly respond to Apple’s platform change cost their businesses dearly. 

In many ways this is an apt, comparison for the vulnerability of your app, software or website. Almost all digital products depend on third-party browsers to deliver your product to your customers. 

Whilst it’s unlikely that Firefox, Chrome or Microsoft would ever release browser updates with the intention of being quite as disruptive as Apple’s headphone change, all digital teams must take a proactive approach to testing third-party changes or risk having the rug pulled from beneath their feet.

What Is A Browser Update?

A browser update is a software release that repairs, suppresses or extends functionality. This may occur in response to a bug or as a proactive feature release. The scope of updates can range from indistinguishable code changes through to extensive functionality and UI changes. 

Why Should You Care?

Browsers play a key role in serving your digital assets to your customers. They take HTML, CSS and JavaScript and convert it into something visual. That’s important because browser developers can launch new updates at any time… and they often do. 

In 2016 alone, Firefox, Chrome, Edge and Safari published more than 65 releases! Depending on the scope of the update, this can occasionally affect how your assets look, function and perform for your customers. 

Naturally, you want your digital assets displaying and working as you intended at all times, so it’s important that you stay abreast of external changes or you risk any number of unwanted problems occurring. 

Despite the inevitable risk that accompanies them, browser updates are typically a positive thing. In addition to boosting performance for users, they can also expand your digital toolbox - providing new features, support and functionality that you can use to improve your digital presence moving forward. 

The Cost Of Browser Blindspots

Software bugs results from browser updates can range from completely innocuous to, in some extreme cases, outright catastrophic. That’s a scary thought given that they may arise through no fault of your own, at any time, without warning. The cost of glitches associated with browser updates may include:

• Poor user experience and customer frustration
• Decay of goodwill and reputation
• Security issues and greater exposure to risk
• Lost revenue due to service outages
• Negative publicity and media attention
• Influx of poor ratings and reviews
• Increased support burdens and complaints

Browser Update Testing

You wouldn’t schedule a new release without first having your QA team review it, right? Anything could happen. The same is true with untested browser updates. In order to prevent functional or display errors, digital teams should thoroughly test key assets in the wake of browser updates. 

These tests provide confidence that browser updates don’t adversely affect your brand and your bottom line. The quickest and easiest way to do this is to conduct focused manual testing after an update is announced. 

A manual testing approach allows you to quickly get coverage across your key assets. Manual reports may also inform ways to boost your automated test coverage in the future. 
How To Monitor Releases

The first step of responding to browser releases, is to identify they occurred in the first place. The links below contain a list of release notes for popular browser types. We recommend setting up notifications or an RSS feed to alert you when new updates are released:

>> Follow Firefox Browser Updates 
>> Follow Chrome Browser Updates
>> Follow Safari Browser Updates
>> Follow Microsoft Edge Browser Updates

Testing Considerations

As with any test you run, before you dive in, first you should have a clear understanding of the scope of what you’d like to achieve. This includes getting crystal clear on the following considerations:

• Which browsers (and respective versions) should your website/software support?
• Which devices should your website/software support?
• Which operating systems should your website/software support?
• What are your performance criteria?

What To Look For When Testing

The key areas to focus on during manual browser update tests are:

• Functional Elements: do all links, dialogs, multimedia, forms, buttons, menus work correctly?
• Performance: does everything perform within acceptable standards (e.g. load time)?
• UI: does the website/software/app display consistently and correctly? 
• Graceful Degradation: does the asset adjust correctly based on device type? 
• Responsiveness: does the asset correctly adjust based on device-specific criteria (e.g. screen size, rotation, geography, etc.)?

Hint: Do Your Homework

Different browser updates will impact different areas of your website, app or software. Before diving into manual testing, testers should first research the update to find out if/how others have been affected. Doing this can help focus the testers’ attention on the most high-risk areas of your digital assets. 

What Next?

Browser update testing presents a unique challenge for digital teams because it is typically instigated by a third-party release for a platform you’d like your website/app/software to run on. Nonetheless, given browser updates can affect your digital assets (sometimes dramatically) it should always be treated with the same reverence as your own internal releases.

Bugwolf can help you quickly and easily launch browser update tests that provide confidence your asset is performing to spec in the wake of external changes. 

Click HERE to find out more about our on-demand professional testing teams or to book a 15-minute demo.

Key Takeaways

1. Browser updates are typically positive, but can result in new software bugs
2. Monitor browser developer threads to keep up to date with recent releases
3. Manual testing allows you to respond faster than automated testing
4. There are five key elements to review when testing after a browser release
5. Understand updates before you start testing to focus in on key issues

The Internet is also removing the physician from the position of high priest of medical information.  People can now gather information that was once difficult of impossible for lay people to access. While some physicians may find this a bit disconcerting, and it does scramble the traditional medical information hierarchy a bit,  digital technology does offer the physician certain advantages. For example; the ability to keep patient records and transfer them easily from primary care to specialist means that patients can be treated more quickly and economically and with greater accuracy.

Some have complained that IT depersonalizes medical appointments, as the doctor may spend more time looking at a computer screen than at the patient. While some patients may not like this, modern medical diagnosis is a procedure run almost entirely through digital technology. It may be comforting to have the doctor whip out a stethoscope and listen to your heart, but it isn't really all that necessary. Even so, it is important for doctor and patient to act as a team and physicians should work to include the patient in the treatment process as much as possible. No one likes to be treated as an object and digital technology means that patients are more knowledgeable than ever before.

There is still work to be done. Medical record storage is not fully electronic, yet.  It's still possible for information to get lost in the file drawer, not be uploaded and create gaps in digital records. This is actually quite common and happens to one in three patients according to US Government reports.

The rapid advance of healthcare technology is actually moving faster than the healthcare industry can absorb the change. This leads to areas of the health infrastructure being electronically isolated and physicians being overwhelmed with an avalanche of information. Nevertheless, the information exchange that IT makes possible is a great leveler. Knowledge is power and while that knowledge may be incomplete, it does give physicians more control over treatment while giving patients the ability to work with their doctors as almost equal partners.