Always stray off the happy path
Last Friday, I attended an online software demo on behalf of a client.
As I watched the salesperson click and scroll through various scenarios, I noticed they were following a strict, predefined path each time. Nothing unusual – demos are always designed to showcase the best side of a product.
During question time, I asked them to run through a few tasks that weren’t part of the script. That’s when the polish wore off: interface slowdowns, inconsistent user interface feedback, and at one point, it even crashed.
Demos will naturally follow what’s known as the “happy path,” a default scenario that’s guaranteed to work every time, with no errors or surprises. It’s how nearly every product is presented. Again, nothing unusual here.
But, the real picture emerges when you step off this happy path.
So, next time you’re sitting through a demo, make sure to get them to test the outliers. Not to trap or embarrass anyone, but to see how the product handles the messy day-to-day use it will be put through when your team get their hands on it.
Colin