Stakeholders are unhappy with testing results. How do you navigate conflicting feedback effectively?

When stakeholders were unhappy with testing results on a recent project, I approached the situation methodically. I began by engaging with each stakeholder to understand their specific concerns and expectations. Next, I analyzed the feedback to identify common themes and discrepancies. I ensured transparency by clearly communicating the testing process and outcomes. To address critical issues, I worked with stakeholders to prioritize and develop action plans for adjusting our testing strategies. Throughout the process, I provided regular updates on our progress and resolutions, which helped align our efforts and improve stakeholder satisfaction.

When navigating negative or conflicting feedback from stakeholders, I would acknowledge their concerns, ask clarifying questions to understand their perspective, and provide objective data-driven insights to address their concerns. By remaining neutral, empathetic, and solution-focused, I can effectively manage conflicting feedback and work towards a mutually beneficial resolution.

I remember a test phase I was managing and this particular stakeholder had been negative towards the team and results they were producing. Nothing wrong with what the team was doing, their approach was very professional. So to sway this stakeholder, I asked him to be part of the test team as I wanted to try and replicate the end user and how they would interact with the product? So they took part, unbeknown to them it was a ploy for them to see how professional the team was and believe it or not their negativity towards the team soon changed. Sometimes you have to adopt 'off the cuff' tactics to win over them...

Considero que este texto subraya de manera experta la importancia de la comunicación clara y transparente en el contexto de los resultados de las pruebas. Es fundamental explicar el proceso de prueba, las metodologías utilizadas y las limitaciones del alcance de las pruebas de una manera accesible para las partes interesadas, evitando el uso de terminología técnica que pueda generar confusiones adicionales. La transparencia sobre cualquier limitación en las pruebas y cómo esto afectó los resultados es crucial para establecer expectativas realistas y construir confianza con los stakeholders.

Testing objectives should be directly aligned with Business requirements. That is the reason traceability matrices are so important. Another thing that has helped me in having stakeholder alignment is having UAT Scenarios identified before the development begins. Having these two ensures that gaps are plugged before development begins. However, if for some reason Quality Control (testing) wasn't up to the mark then the entire team (QA, Dev, Stakeholders) should be involved in RCA (Root Cause Analysis). 5 Why's is another strategy that helps immensely. Once root cause is identified, corrective measures can be introduced and publicized with the entire team. Transparency always helps in restoring confidence.

Offering solutions involves presenting practical and effective ways to address challenges or problems. Start by understanding the specific issue at hand and its impact. Then, propose clear and actionable steps that can resolve the issue or improve the situation. Offer solutions that are feasible, taking into account resources, timelines, and stakeholder priorities. Communicate your solutions in a straightforward manner, highlighting the benefits and expected outcomes. Be open to feedback and willing to adjust your approach based on discussions with stakeholders. By demonstrating initiative and providing thoughtful solutions, you contribute positively to problem-solving efforts and help achieve desired goals efficiently.

Creo que la insatisfacción de las partes interesadas puede ser una oportunidad valiosa para revisar y mejorar nuestros procesos de prueba. Es importante dar un paso atrás y evaluar si las estrategias de prueba actuales son efectivas o si hay margen para mejoras. Esto podría implicar la adopción de nuevas herramientas de prueba, la actualización de casos de prueba o la incorporación de tipos adicionales de pruebas, como pruebas de usabilidad o seguridad. Una revisión exhaustiva puede conducir a mejoras en los procesos que no solo satisfagan a las partes interesadas, sino que también eleven la calidad general del software.