Testing considerations in an EUC customer journey – an illustration
The next schematic depicts the various events in customer life cycle that a customer engages with the utility, leveraging multiple channels, such as e-mail, mobile, POS, mail, online, social networks, IVR, and so on. Various events depicted here include customer acquisition, consent, product/tariff change/update, connection/disconnection requests, meter exchange, payment option change/update, meter mode change, customer home move journey/change of tenancy (move in/move out). Given the challenge of multi-channel interfaces discussed in section (3) earlier, the required validations have been suggested, such as:
- UI/UX validation
- Multi-device compatibility
- Data security
- Cross-browser
- Localisation
- Performance
- IVR
- Accessibility
- Usability
Refer to the following diagram: