One important thing before you start:
Please don't tell me how to be your customer.
Tell me where you'd like me to start and what you want your customer to be able to accomplish. Give me any access or information a real customer would reasonably have.
But please don't explain how I'm supposed to get there.
If I need to click three menus, find a particular page, choose a certain option or know that something happens five minutes later, I want to discover that the same way your customer would.
Not knowing is part of the test.
If you're already thinking, “But Jessica, it's easy. You just…”
That's exactly what we're testing. 😉
This is an online Stress Test. I can test the digital journey for a physical business, including discovery, booking, ordering or purchasing online, but I won't visit a physical location as part of the test.
Please tell me the outcome, not how to get there. For example: “Purchase a membership and access the member area,” “Book an appointment,” or “Create an account and publish their first campaign.”
Give me the starting point a real customer might have: your homepage, an Instagram profile, a specific landing page, an app login, a Google search, etc. Please provide a link where possible.
If there is something you're curious or concerned about, or you suspect is causing friction for your customers, you can tell me here. You don't need to diagnose the problem for me, though.
Tell me anything I would reasonably need to know about who the intended customer is. For example: small business owners, parents booking for their children, existing subscribers, first-time visitors, tech-savvy users, elderly clients, etc.
For example: don't submit a live order, don't contact the support team, don't publish something publicly, etc.
Only include information a customer would reasonably have or something I need for safety/access. Remember: don't tell me how to complete the journey.