Failure Testing

What:

Create a list of everything that can go wrong as a customer interacts with your end-to-end experience. Consider all touch points, from first contact to on-going usage, across all programs and services.

Why:

Now look at the list through two lenses. First, which failures are most severe, and how can you avoid them? Second, which failures are most in your control, and what changes can you make to mitigate their impact?