8 key questions firms ask about outcome testing

As with most financial services organisations today, you are likely to be considering how to optimise the way you test for good customer outcomes. To help firms like you we’ve created a series of videos exploring the key questions that we are often asked when helping clients to get the best from their outcome testing framework.

How do you determine where to apply outcome testing?

Determining correctly where to apply outcome testing is something we’re often asked to do for clients. In this video Libby Edwards explains how outcome testing works in partnership with other sources of information.

What are the benefits of end-to-end outcome testing versus other types of testing?  

End-to-end outcome testing can be more time consuming but is more effective in revealing what is happening to customers. In this video Libby Edwards tells us how testing should be proportionate and targeted. 

What are the challenges and pitfalls in outcome testing?

In this video Libby Edwards introduces the key pitfalls to watch out for when designing and implementing an outcome testing framework, from lacking purpose to conclusions being reached with insufficient evidence.

Why is human judgement important in outcome testing?

In this video Sara Robinson shares why human judgement is so critical in outcome testing, for applying empathy, thinking creatively, making ethical decisions and revealing root cause when things go wrong. 

What is a good approach to sample sizing?

Sample sizing is a big concern for many of clients when resource is finite and the demand for outcome testing high. In this video Padraig Carton reveals how a strong rationale is key when making decisions about sample size.

What does outcome testing best practice look like?

In this video we hear from Padraig Carton on the importance of recognising unintended consequences, staying balanced and fair throughout the testing cycle, as well as when communicating results to stakeholders.

How will AI change outcome testing in financial services?

AI has the potential for firms to increase the volume and range of testing and drive better outcomes. In this video Ross Swan looks at some of the areas we are seeing clients implement technology in outcome testing.

How do you know that your MI is providing meaningful and useful results?

Outcome testing MI should be judged on its ability to drive tangible outcomes. In this video Ross Swan warns against outcome testing that is limited to one type of testing or interaction or fails in root cause analysis. 


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