User Testing

User testing

User testing is often the most overlooked aspect of programmes but is often the most critical. It is at this stage, requirements and business outcomes designed are validated as delivered and working. It is through testing that processes, roles and data ownership is confirmed. FifthQuadrant recognise the importance of this activity and its consultant's are experienced practitioners who can work with users to define test scripts and support the execution of testing programmes. This includes working with development teams, whether internal or external to ensure identified defects are resolved in a timely manner as well as providing Programme stakeholders updates on testing progress to support the decision to go live. Our consultant's drive collaboration across multiple stakeholders to drive progress, attain system confidence and support go live decisions.​

FifthQuadrant Case Study:

  • Client had not undertaken a major enterprise wide system change in over 30 years and business personnel did not see value in testing.

  • FifthQuadrant worked with all functional stakeholders to define System Integration and User Acceptance Testing scripts which were loaded on to the Test Monitoring cloud tool. FifthQuadrant advised on selection and setup of tool.

  • FifthQuadrant ran training for testing and subsequent test progress and defaults resolution calls.

Support & Transition

Support

Many programmes focus on getting to a go live date and ensuring that there is hyper-care support from system integrators past this point. However, at FifthQuadrant, we believe that whilst ensuring a successful go live is important, equally critical is ensuring that the Business can operate in a sustainable manner in a business as usual environment. This means establishing SuperUsers to address day to day process and system issues. Creating clear processes for system issues, formal issue triage and escalation. Aligning Service Support teams to resolve tickets but also undertake minor enhancements. Establishing data governance and ownership for system data with clearly defined roles, responsibilities and activities that ensure data quality and completeness is maintained.​

FifthQuadrant Case Study:

  • Client was seeking to establish its data governance framework after implementation of a new ERP solution.

  • FifthQuadrant defined a data governance framework that identified core responsibilities for data management at the functional and Business unit level. Additionally, defined the forums and terms of reference for design authority, data working groups and IT change board.

  • Business was provided clear approach to maintaining and adding new data to the ERP system in a timely manner.

Training

Training

Training is a key aspect of any systems or process change. FifthQuadrant approach to training is based on defining the outcomes relating to the training type. For Process related training, it is key to communicate the specific activities to be performed, ensure training addresses skills gaps and there is focus on the outcome required from the business processes. Technology training can be viewed along with process training but is more effective where users understand the broad system overview but training is focused on the day to day repeatable tasks. It is often impossible to allow training of every scenario and eventuality, whereas increasing user system confidence is important to enable future issues to be resolved by users themselves. Training to support changes in user behaviour is increasingly important and FifthQuadrant have courses to support managing change and operating remotely.

FifthQuadrant Case Study:

  • Client wanted to rollout out Net Promoter Score to one of its divisions globally to understand customer sentiment.

  • FifthQuadrant consultant managed the implementation of Medallia, customer experience platform.

  • Consultant then devised and deployed train the trainer programmes, which was executed in three geographies over two months.

Business training

User

Adoption