Why does quality matter?

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    02-Dec-2014
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This presentation talks about an obsession with quality. It covers how there is a link between perceived quality and customer state. It also delves into how a quality obsessed brain works and aims to share reasons why quality matters.

Transcript of Why does quality matter?

  • 1. WHY DOES QUALITY MATTER? Hi. Im Simon and I have an obsession with quality. Im going to talk about why I believe quality matters and also delve into the thought process of a quality obsession.
  • 2. SIMON TOMES TEST PROFESSIONAL 10 YEARS AGILE/SCRUM PRACTITIONER GUMTREE, EBAY, RIGHTMOVE 20ME.CLUB Ive been a test professional for 10 or so years. Having worked at Gumtree, ebay and Rightmove. As a test analyst, test team leader, qa manager, development team lead and business excellence manager. And I recently quit the corporate world to pursue my own venture. Im currently building an awesome product that helps test professionals design and track tests. I also run free Agile/Scrum sessions once a month. Plus Im putting together a collaborative 20 person book on leadership called the 20me.club
  • 3. WHO HERE CARES ABOUT QUALITY? So who here cares about quality?
  • 4. WHO HERE CARES ABOUT QUALITY? AND WHY? And why do you care?
  • 5. WHO DO WE HAVE IN THE AUDIENCE TODAY? Id like to find out more about the audience Im talking to today. Who here is a developer? Back end? Front end? All round developer? Designers? Testers? Product people? Cool, its important for me to understand my audience. And I guess that leads into an important point about why quality matters. Its all relevant to the target audience.
  • 6. WHY DOES QUALITY MATTER? So heres an example. I was recently tweeted by a digital magazine asking if Id like to download their free trial magazine. I said yes and downloaded the magazine to my iPhone 5S. Tried to read it on my commute home but there was no simple way to zoom into the content with a double tap. Like you would on a website. I emailed them to ask if I was their target audience and asked if they were actually focusing on people with iPhone 6 Plus or tablet. They said no and said they are working on a fix. Fair enough. It was a shame at the time because the magazine lacked quality. Im sure the content was great, it just wasnt functional.
  • 7. PERCEIVED QUALITY STATE OF YOUR CUSTOMER Ive got a theory there is a direct link between perceived quality and the state of the customer. Let me explain what I mean by this.
  • 8. How I think, feel and experience quality (or even value) depends on where I am with regards to the product or feature. If Ive only just discovered it than Im extremely unsure of the quality of the product or feature. Yet if Im at the other end of the scale and am screaming about how amazing this thing is then Im pretty damn sure of its quality.
  • 9. QUALITY IS ABOUT REMOVING UNCERTAINTY In product development I believe that quality is about removing uncertainty. Let me give you an example.
  • 10. PHOTO : Katelyn Kenderdine Imagine youre a person at the top of this cliff face. Youre standing where theres a load of fog. Someone tells you that you need to jump a gap to make it to the other side of the cliff. At this point you have no idea how wide the gap is. Theres a load of fog in the way and you dont have enough information to know what would happen if you just jumped. Now imagine you can take action to help remove the fog, see how wide the gap is and work out ways to reduce the gap (such as a bridge or rope swing). Quality is about gaining visibility of your risks and reducing the gap of uncertainty.
  • 11. REMOVE UNWARRANTED CERTAINTY Another way of putting it, as someone recently commented on a blog post of mine, quality is about removing unwarranted certainty. A false confidence. How many people here have worked in a development team where someone has said lets just ship it and see what happens? Not good.
  • 12. A LOOK INTO A QUALITY OBSESSED BRAIN PHOTO : Kevin Simpson So now Id like to go deeper into my brain. Scary I know. But I want to share with you the sort of thought process I go through whenever Im faced with a new thing to test. Id like to make it a bit of a quiz so Im going to tell you about four things. I want you to see whether you think in the same way as I do.
  • 13. 1. WHAT DOES THIS REALLY MEAN? So the first thought that goes through the head of someone who is obsessed with quality is what does this really mean? Let me give you an example.
  • 14. When an ad is posted by a user for the first time, send an activation email with a link to complete account activation. I used to work at a large classifieds website. Here is a typical requirement. It seems reasonable enough yet Id pull apart every single word to make sure I really understood what its trying to achieve.
  • 15. When an ad is posted by a user for the first time, send an activation email with a link to complete account activation. What is an ad? What type of ad is it? Does it matter what category its is? Is the ad a free ad or a paid for ad?
  • 16. When an ad is posted by a user for the first time, send an activation email with a link to complete account activation. What type of users are we talking about? Is it professional users or regular users?
  • 17. When an ad is posted by a user for the first time, send an activation email with a link to complete account activation. Does the first time mean this is very first time they have used the site? Or does it mean that theyve already registered but havent activated their account?
  • 18. When an ad is posted by a user for the first time, send an activation email with a link to complete account activation. Who does the activation email go to? Does the user get the opportunity to change the email address its sent to? When does the email get sent? Immediately? Within 5 minutes? Within 24 hours?
  • 19. When an ad is posted by a user for the first time, send an activation email with a link to complete account activation. I COULD GO ON BUT I WONT I could go on with more but I wont.
  • 20. 2. WHAT WOULD THE USER REALLY DO? The second thought that goes through the head of a person who is obsessed with quality is what would the user really do?
  • 21. This comes back to the target audience. What sort of users are going to use the thing that I want to ensure is quality? Do we have some stats so I know how to spend my time? How do those users behave? Can we create personas for these users so we can mimic their behaviour? How do we find out more about the perceived user?
  • 22. 3. HOW COULD THIS GO WRONG? The third thought that goes through the head of a person who is obsessed with quality is what could go wrong?
  • 23. LIKELIHOOD 3. HOW COULD THIS GO WRONG? IMPACT DETECTABILITY After establishing a list of things that could possibly go wrong with the new product or feature, its important to identify for each the likelihood of it happening, the impact it would have if i