Since early work of the Hot Spot’s website is on our test servers, we can devise major tasks for users to complete. Formative testing will allow us to catch major issues, correct them, and test our solutions before the site goes live.
If we wait and conduct summative testing, we may not have enough time to develop solutions. We will also have no way of knowing if those solutions resolve the errors found in testing. Users may be able to complete their tasks, but they may be frustrated with the process.
According to Esteban Kolsky, if the customers are not satisfied, 13% tell 15+ more people about their poor experience. But! 72% of customers share positive interactions with 6+ people.