Testers Cannot Be Perfect Proxies for End Users

The following is a snippet of a Skype conversation I was a part of recently. I wanted to share it, since I think it’s a perfect example of a perennial tester conversation. See if you recognize yourself in it. The participants’ names have been removed in the interest of privacy. Other minor changes were made for the sake of clarity.

[11:25:37 AM] Dev Mgr: Programmer- i really need you to look into that “flash wont resize without a reload” fact
[11:25:42 AM] Dev Mgr: its not being believed [by the CEO]
[11:25:50 AM] Dev Mgr: and quite honestly
[11:26:02 AM] Dev Mgr: i went to some other pages that clearly have graphs on them
[11:26:07 AM] Dev Mgr: that dont need to be reloaded
[11:26:29 AM] Dev Mgr: when they get resized
[11:26:29 AM] Programmer: i’ll read fusionchart docs
[11:26:32 AM] Dev Mgr: thats
[11:26:33 AM] Dev Mgr: thanks
[11:26:40 AM] Dev Mgr: also Tester 1/Tester 2
[11:26:49 AM] Dev Mgr: i’m not really sure how that was not part of a QA
[11:27:08 AM] Dev Mgr: when you are looking for UI stuff before a release
[11:27:16 AM] Dev Mgr: not everyone has a big ass monitor
[11:27:25 AM] Dev Mgr: please add qa on your laptop screen to the test
[11:27:49 AM] Dev Mgr: this is not a successful launch
[11:28:18 AM] Tester 1: I agree that it should be added as a regular part of our tests–NOW that we know it’s importantl.
[11:28:34 AM] Tester 1: There are any number of things that one could complain about with these pages.
[11:28:59 AM] Tester 1: I strongly suspect that, had Tester 2 or I complained about this to Programmer prior to the launch we would have been seen as horrible nit pickers.
[11:29:16 AM] Dev Mgr: What??????????????
[11:29:26 AM] Tester 1: “Why are you complaining about something so trivial when we’re trying to get this out?”
[11:29:28 AM] Dev Mgr: how can the UI not be improtant
[11:29:34 AM] Tester 1: I’m not saying it’s not.
[11:29:43 AM] Tester 1: I’m saying that there are MANY things that one could pick to complain about.
[11:29:49 AM] Tester 1: The colors are one.
[11:29:58 AM] Tester 1: The fact that many of the graphs don’t have proper labels is another.
[11:30:22 AM] Tester 1: I could come up with more.
[11:31:19 AM] Tester 1: Unfortunately, prior to today, we weren’t aware that resizing would be the important thing.
[11:32:46 AM] Programmer: i agree with Tester 1, on a scale of 1 to 10, resizing is low on the totem pole since there is an almost obvious solution vs. the colors
[11:33:09 AM] Dev Mgr: i strongly disagree
[11:34:38 AM] Tester 1: Dev Mgr, could you have predicted that CEO would be up-in-arms about resizing?
[11:34:53 AM] Tester 2: This was my responsibility, and I will take the hit for it, that’s fine. That being said, however, considering that there were over a dozen pieces to this [specification], and we, as a team, fixed things that were given to us incorrectly in the 1040 from CEO, I would consider this issue is not the barometer or whether or not this was a successful launch.
[11:34:53 AM] Dev Mgr: this isn’t about CEO
[11:35:02 AM] Dev Mgr: i went to BBW on my laptop
[11:35:06 AM] Dev Mgr: and i had to resize it
[11:35:11 AM] Dev Mgr: and it happened to me
[11:36:19 AM] Tester 1: No doubt. But the fact that it happened is distinct from whether or not it is an important enough issue to have said “Let’s hold off on release until this is resolved.”
[11:36:37 AM] Dev Mgr: i would not have released that
[11:36:51 AM] Dev Mgr: USER EXPERIENCE
[11:36:55 AM] Tester 1: I’m very glad that I, Tester 2, and Programmer now know this.
[11:37:05 AM] Dev Mgr: this makes us look bad
[11:37:07 AM] Dev Mgr: to others
[11:37:10 AM] Dev Mgr: its a window into us
[11:37:20 AM] Dev Mgr: people/ clients see this page
[11:37:21 AM] Dev Mgr: we’re a tech company
[11:37:28 AM] Dev Mgr: and we can’t get our allignment right?
[11:38:49 AM] Dev Mgr: you didn’t see it and decide whether or not to push it
[11:38:55 AM] Dev Mgr: you said you never tested for it
[11:39:07 AM] Dev Mgr: did you test in IE?
[11:39:26 AM] Tester 2: yes, but did not resize window from full laptop view
[11:39:37 AM] Tester 1: What I said was that I believe that, HAD we tested it, Programmer, Tester 2, and I would’ve all concluded that it wasn’t a big enough issue to stop the launch.
[11:39:59 AM] Dev Mgr: then we have a bigger issue to discuss separately
[11:40:14 AM] Dev Mgr: image is everything
[11:40:19 AM] Dev Mgr: we are part of a public company
[11:40:25 AM] Dev Mgr: this is not an internal tool
[11:40:37 AM] Dev Mgr: our visual output
[11:40:49 AM] Dev Mgr: is more important to some than the guts that go into it
[11:41:52 AM] Tester 1: I wonder if perhaps the deeper lesson learned here is that sometimes we *need* to get buy-in from CEO prior to going live with stuff.
[11:42:18 AM] Dev Mgr: this isnt’ about CEO
[11:42:29 AM] Dev Mgr: other than it sucks that he found it first
[11:42:54 AM] Tester 1: But many other people aside from CEO saw it and didn’t say anything about it being important.
[11:42:56 AM] Dev Mgr: if you have a question about a UI that you can decide you can use me as a gauge
[11:43:18 AM] Tester 1: My fundamental issue is that it’s very hard for us to be certain that we are truly aware of all the important things.
[11:43:20 AM] Dev Mgr: Tester 1…you all say this wasn’t tested
[11:43:25 AM] Dev Mgr: so that’s all that matters
[11:43:38 AM] Dev Mgr: not if you had what you would have done
[11:43:45 AM] Tester 1: Had we tested it and decided it wasn’t important we’d be in the same boat.
[11:44:07 AM] Tester 1: The fact that we didn’t test it probably means that if we had we wouldn’t have concluded it needed to be fixed prior to launch.
[11:44:49 AM] Tester 1: I’m trying to get at the deeper point:
[11:44:58 AM] Tester 1: We won’t always know what is important to the end users.
[11:49:26 AM] Dev Mgr: well if you dont think that this opens up some eyes to what needs to be accpetable to users than i will now have to approve everything with a UI component
[11:49:55 AM] Dev Mgr: and that is not the right answer…might i add
[11:53:17 AM] Tester 1: The best answer I can give you at this point: We have learned as a result of this. Our testing in the future will be better. Unfortunately we aren’t omniscient, and don’t have unlimited amounts of time, so I fear we will make other mistakes, which we will also learn from.
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3 Comments.

  1. I’m seeing a lack of processes and clear expectations. What’s the
    testers responsibility? Are they user experience testers, functional
    testers or both?

    In my definition a functional testers job would be to determine what
    does and doesn’t work based the requirement specifications. This is
    objective testing

    A user experience tester would subjective, things like color, layout
    and presentation. I can’t describe it exactly, it’s subjective and
    similar to porn, you know it when you see it.

    For the tester wearing the UE hat, why aren’t any and all concerns
    documented? Why is there any question about whether a concern is
    important enough to bother documenting? Why is the developer bothered
    with deciding that a tester is a “terrible nitpicker?” The UE tester
    should be a terrible nitpicker and further the dev shouldn’t even see
    UE concerns until it’s determined that action is necessary.

    As for the resizing issue, the UE tester didn’t catch it. It’s
    important and now that that is known, it should become part of a
    functional test. As for the UE tester, they missed it but get a free
    pass because you can’t expect people to know what you don’t know.

    Rant: Why is the Dev Mgr lecturing about wanting his people to do
    quality work? Is that a problem, do the people he works with not care
    about quality?

    I hate when somebody spouts off along the lines that “perception is
    everything” or as Dev Mgr points out “image is everything.” What a
    load of crap! Some people will use a functional product even if UE is
    terrible. Nobody will use a beautiful product if it isn’t functional
    (in regards to software.) But “image is everything” is quite the
    insightful statement by the Dev Mgr. It signals to me that he’s the
    problem is with him. He doesn’t care about shit, as long as the image
    he presents to his bosses is good. In this case, the Dev Mgr got
    embarrassed and that’s the root issue.

  2. Thanks, Jason, for the comment! I agree with you that the fundamental issue is one of unclear expectations and process.

  3. I agree that they dont have clear expectations, requirements that are prioritized and so forth. But it someone comes back to me and tells me that something like a typo , resizing is end all be all, they should have their head examined and not be a Dev Mgr.

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