How do you handle negative or conflicting feedback from the end users during User Acceptance Testing?

1 Understand the feedback

The first step to handle negative or conflicting feedback is to understand what the end users are saying and why. Do not dismiss or argue with the feedback, but listen carefully and ask clarifying questions. Try to identify the root cause of the problem, the impact on the user experience, and the priority of the issue. You may also need to review the user stories, acceptance criteria, and test cases to ensure that the feedback is aligned with the agreed scope and specifications.

3 Resolve the feedback

The final step is to resolve the feedback according to the agreed process and criteria. You should work with the developers and testers to fix the bugs, implement the enhancements, or evaluate the change requests. You should also conduct regression testing and retest the affected features to ensure that the product works as expected. You should also update the end users on the progress and outcome of their feedback, and seek their confirmation and approval before closing the issue.

4 Manage the conflict

Sometimes, you may face conflicting feedback from different end users or groups, which can create confusion and delay in UAT. To manage such conflict, you should try to understand the different perspectives and needs of the end users, and find a common ground or a compromise. You should also involve the project manager or sponsor to help you prioritize and decide on the feedback, and communicate the rationale and implications to the end users. You should also document the decisions and changes made to avoid ambiguity and disputes.

5 Learn from the feedback

Negative or conflicting feedback can be a valuable source of learning and improvement for your product and process. You should analyze the feedback and identify any patterns, gaps, or trends that can help you enhance the product quality, usability, and functionality. You should also reflect on your UAT process and practices, and see how you can improve your planning, preparation, execution, and communication. You should also solicit feedback from the end users on how they found the UAT process and experience, and what they liked or disliked.

6 Improve the feedback

One of the ways to reduce negative or conflicting feedback in UAT is to improve the quality and quantity of the feedback you receive from the end users. You should encourage the end users to provide constructive and specific feedback, using a structured format or template if possible. You should also provide them with clear and comprehensive instructions, guidelines, and examples on how to perform UAT and report feedback. You should also follow up with them regularly and acknowledge their feedback promptly and politely.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?