💻 LESSON 16 — Customer Perspective
💻 LESSON 16 — Customer Perspective
🎯 Lesson Objectives
By the end of this lesson, you will be able to:
talk about users and customer experience;
describe software improvements;
discuss usability problems;
use QA vocabulary naturally;
revise and practise Present Perfect;
compare software before and after updates.
🗣️ WARM-UP
Answer the questions.
Have you ever used an app that was difficult to understand?
What makes an application user-friendly?
Have you ever left a review or feedback online?
Which app has the best design in your opinion?
What is more important: beautiful design or good usability?
Have you ever stopped using an app because of bugs?
What annoys users the most?
Do you usually read customer reviews before downloading an app?
If you could improve one app you use every day, which one would it be?
Have you ever reported a bug?
📚 VOCABULARY
🎯 VOCABULARY PRACTICE 1
Match the word with its definition.
A person who uses software.
A document where users leave comments.
How easy a program is to use.
Making something better.
The way users move through an application.
How happy customers are.
Something users expect from a product.
A problem reported by a customer.
Making software usable for everyone.
Overall feeling while using a product.
🎯 VOCABULARY PRACTICE 2
📖 READING
The Update That Finally Made Everyone Happy
Lisa worked as a QA tester for a mobile banking application.
When the app was released, many users liked its design, but they also reported several problems.
The biggest issue was the navigation flow.
Many people couldn't find the payment button.
Some users also complained that the text was too small.
The company received hundreds of complaints through its feedback form.
The development team carefully read every message.
After discussing the problems, they decided to improve the application.
They increased the font size, simplified the menu, and added clearer icons.
These improvements made the application much easier to use.
The usability became much better.
The company also worked on accessibility so that people with poor eyesight could use the app more comfortably.
A month later, users completed another feedback form.
Most people said the application had become faster and easier to understand.
Customer satisfaction increased significantly.
The new version finally met users' expectations.
Lisa smiled because she knew that careful testing had helped thousands of people.
📖 READING COMPREHENSION
Answer the questions.
Where did Lisa work?
What problem did users have?
How did users report the problems?
What improvements did the developers make?
Why did they increase the font size?
What happened to the usability?
How did accessibility improve?
What did users say after the update?
Did customer satisfaction increase?
Why was Lisa happy?
📚 GRAMMAR
Present Perfect
Signal Words
already - вже (розриває конструкцію)
just - тільки що (розриває конструкцію)
yet - ще (в негативних реченнях, іде на кінець)
ever - коли небудь (в запитаннях, розриває конструцію)
never - ніколи (розриває конструкцію)
Examples
We have improved navigation.
The application has become faster.
Users have reported problems.
I have never tested banking software.
Have you ever found a critical bug?
🎯 GRAMMAR PRACTICE 1
Complete the sentences.
We __________ (improve) the login page.
The users __________ (report) three bugs.
The app __________ (become) faster.
I __________ (test) this feature.
She __________ (finish) the testing.
They __________ (fix) the navigation.
We __________ (receive) customer feedback.
The developers __________ (update) the application.
🎯 GRAMMAR PRACTICE 2
Choose the correct answer.
We have / has improved usability.
The application have / has become faster.
Users have / has reported problems.
She have / has completed the report.
I have / has never tested this software.
They have / has fixed the bug.
🎯 ERROR CORRECTION
Correct the mistakes.
The app have become faster.
Users has reported many bugs.
We has improved the design.
She have written the report.
I has finished testing.
Accessibility have improved.
💬 USEFUL SENTENCES
Repeat and translate.
We have improved navigation.
Users have reported several bugs.
Customer satisfaction has increased.
The application has become more user-friendly.
The latest update has solved many problems.
Accessibility has improved.
The feedback has been positive.
We have met customer expectations.
🗣️ SPEAKING
Part 1 — About You
Have you ever reported a bug?
Have you ever left a review?
Which app has the best user experience?
What makes software easy to use?
Do you think customer feedback is important?
Part 2 — QA Discussion
Imagine your team has released a new application.
Discuss:
What have you improved?
What problems have users reported?
How has usability changed?
Has accessibility improved?
Have customers been satisfied?
Part 3 — Opinion
Discuss.
Why should companies listen to customer complaints?
Is user experience more important than design?
What happens if navigation is confusing?
Can one bug destroy customer satisfaction?
Should QA testers use applications like ordinary users?
📝 FINAL TEST
Part A — Vocabulary
Translate into English.
користувач → __________
задоволеність → __________
покращення → __________
скарга → __________
форма зворотного зв'язку → __________
доступність → __________
очікування → __________
логіка навігації → __________
зручність використання → __________
досвід користувача → __________
Part B — Fill in the gaps
Every __________ wants an easy application.
We received a customer __________.
Please complete the __________.
The latest update includes many __________.
The __________ is easier now.
Customer __________ has increased.
We improved __________ for visually impaired users.
The app met customer __________.
Part C — Present Perfect
Complete the sentences.
We __________ (improve) the interface.
The users __________ (report) several bugs.
The application __________ (become) more stable.
I __________ (finish) testing.
They __________ (fix) the login problem.
Customer satisfaction __________ (increase).
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