Stop Guessing About How Customers Use Your Software

Alan Page, Microsoft

What features of your software do customers use the most? What parts of the software do they find frustrating or completely useless? Wouldn't you like to target these critical areas in your testing? Most organizations get feedback-much later than anyone would like-from customer complaints, product reviews, and online discussion forums. Microsoft employs proactive approaches to gather detailed customer usage data from both beta tests and released products, achieving greater understanding of the experience of its millions of users. Product teams analyze this data to guide improvement efforts, including test planning, throughout the product cycle. Alan Page shares the inner workings of Microsoft's methods for gathering customer data, including how to know what features are used, when they are used, where crashes are occurring, and when customers are feeling pain. Learn how your organization can employ similar strategies to make better decisions throughout your development life cycle. Alan shares approaches for gathering customer data that can work for any software team-and improve the customer experience for everyone.

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