Testers know your customers
summary
Eight practical ways to know customers and change product decisions immediately: create personas and run usability testing with eye tracking heat maps, hold public super reviews and invite real users, sit in on customer support calls and log recurring complaints, read analytics (Google Analytics New Relic) to see browsers and geo performance and discover surprises like 40,000 daily wrong Posten NL numbers, run A/B tests, add in-page feedback widgets, and actually send tracked parcels yourself to validate flows and the low 1% conversion lift from track‑and‑trace.
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chapters (27)
- 0:00Introduction
- 0:48Cinema presentation
- 2:09Gaming
- 2:49Testers know your customers
- 3:57Interactions with endusers
- 4:54Public transport
- 6:27Pyramid
- 11:32TNT Digital
- 14:42Personas
- 16:13Test ideas
- 16:57Bug hunts
- 17:48Usability testing
- 19:00Eye tracking
- 20:45Feedback
- 20:56Super Review
- 21:41User Design
- 22:46Prepare
- 23:26Dont worry
- 23:57Customer support
- 25:15User analytics
- 26:56Google Analytics
- 27:28New Relic
- 34:02Track and Trace
- 35:41Feedback Tool
- 36:51BE Testing
- 40:06When
- 40:31Summary
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