Testing Feedback: How QA Turns User Complaints into UX Hypotheses

User feedback is one of the most valuable and at the same time one of the most challenging sources of information about a product. Comments, complaints, low ratings and analytics data rarely look like clear bug reports. They are subjective and often contradict each other. However, this feedback is where real problems and broken user flows are typically hidden.

In this talk, we will discuss how a QA engineer can work with user feedback as a testable object, not just as noise. I will show how UX hypotheses are formed from scattered user comments and behavioural data, and how a tester helps make these hypotheses testable and technically valid.

We will walk through the full feedback-to-testing process: from analysis and classification of feedback to formulating UX hypotheses, selecting appropriate testing methods and validating the results.