Scope
Define the product, market, channel, risk question, timing, and decision-makers.
How testing works
A controlled process built to answer a defined question.
Every engagement begins with scope and methodology—not assumptions about the outcome.
Design
Develop controlled tester profiles, scenarios, protocols, and documentation standards.
Test
Conduct interactions consistently and preserve contemporaneous observations.
Evaluate
Organize the results so authorized stakeholders can assess them in context.
What testing can examine
Depending on the assignment, testing can evaluate the information provided, questions asked, products discussed, assistance offered, level of encouragement, follow-up, timing, and overall quality of the interaction.
What testing does not do
Testing is not a legal conclusion, a guarantee of compliance, or a substitute for counsel, statistical analysis, file review, or a comprehensive compliance-management system. It is an additional source of disciplined, real-world information.
Recurring oversight
Revisit the customer experience throughout the year.
An annual program can establish a baseline, schedule additional rounds across selected channels and markets, and review whether changes made after earlier findings are reflected in later interactions.
Explore Annual TestingFair Lending Testers
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