Initial Situation

Modern software systems face growing complexity in ensuring usability and user acceptance, particularly when deployed in fields characterized by high volume of interactions between diverse user groups and system components. Traditional approaches to usability testing often fall short in accurately reflecting real-world usage scenarios or user behaviour, leading to gaps in usability and accessibility of the resultant software component. This is one of the standard situations with Teleperformance SE and their offering portfolio.

Teleperformance SE is a French multinational business process outsourcing company founded in 1978 with headquarters in France. It provides services for debt collection, telemarketing, customer relationship management, content moderation, and communication. The AQA department in TP consists of a diverse team with multiple expertise in Software Test Analysis, Test Management and Test Automation.

Research Goal

Subject-Oriented Modelling (SOM) provides a unique paradigm for capturing the interactions of multiple stakeholders (subjects) in a process-driven manner. By applying SOM principles to the analysis of human-centric software testing in theory and practice at Teleperformance SE, we aim to design a conceptual framework for testing that better reflects the dynamic and collaborative nature of modern software systems. This approach has the goal to improve usability, accessibility, and the overall user experience, ensuring software systems meet diverse stakeholder needs.

The primary objective of this thesis therefore is to apply Subject-Oriented Modelling to the analysis of Usability Testing processes in order to enhance their realism, effectiveness, and user-centeredness. This involves:
1. Analysing the theoretical processes of usability testing with respect to SOM through a comprehensive literature review.
2. Mapping and analysing current usability testing processes within the Teleperformance using SOM.
3. Assessing the suitability of SOM for modelling user interactions and processes that occur in usability testing.
4. If possible, develop an improved testing framework for the AQA department in TP.
5. Validating the proposed methodology through case studies and usability evaluations.
6. Exploring if SOM can improve understanding and subsequently the inclusiveness and adaptability of usability testing, particularly in diverse and accessibility-focused contexts.

Planned Procedure

1. Literature Study

 

•  Review existing approaches to usability testing, emphasizing challenges in accurately modelling user interactions.
• Analyse the principles of Subject-Oriented Modelling and its applications in software engineering and testing.
•  Conducting interviews with company employees. Recording and transcribing the interviews.

2. Development of Framework

 

• Map typical usability testing workflows and processes using SOM principles to identify opportunities for improvement.
• Using SOM…Design methodology for creating dynamic and realistic test scenarios.

3. Case Study and Prototype Implementation

 

•  Apply the developed framework to a selected case study (e.g., software with high user interaction demands).
• Develop a prototype testing environment based on SOM and conduct usability evaluations.

4. Validation and Evaluation

 

• Compare Subject Oriented described mechanism with traditional approaches using key performance indicators such as usability defect detection rates, user satisfaction scores, and accessibility compliance.
•  Identify challenges and limitations of using SOM in this context and propose enhancements.

5. Recommendations

 

•  Suggest further refinements to the SOM-based framework for broader application in human-centric software testing.
•  Highlight potential future research directions.