CX Strategic Knowledge · CX Methods
Usability Testing = QA for CX
You wouldn't ship untested code. Stop shipping untested flows, features, and services.
Usability testing is the QA of CX and UX. The same discipline that keeps untested code out of production should keep untested flows, features, and services away from customers. Coding before evaluative research confirms direction, value, and friction is the anti-pattern.
No serious engineering team ships untested code. Yet organizations routinely ship untested flows, untested features, and untested services. Usability testing is QA for the experience layer, and it deserves the same non-negotiable status.
The anti-pattern is familiar: engineering starts coding before evaluative research has confirmed that the direction is correct, that users perceive value, and that friction is at an acceptable level. Everything built after that point rests on assumptions.
Untested experience is untested code that customers debug for you.
Apply this
Reading about usability testing = qa for cx is one thing. Seeing where it applies in your journey is the useful part.