Testing the Engagement Policy configurations with Persona Test Cases

U+ Bank, wants to verify that customers receive the correct offers from the engagement strategy and that the offers are in line with the business requirements of the bank.

Persona-based tests use customer personas with specific characteristics to evaluate next-best-action engagement strategy results.

To test the configurations, the bank decides to use a Mature Low Risk Financially Invulnerable and a Young Low Risk Financially Vulnerable personas which are created based on customers Barbara and Troy profiles.

You can see the attributes of each persona in the Persona Management landing page:

• Mature Low Risk Financially Invulnerable is a 32-year-old engineer who became a customer of U+ bank a year ago, and her annual income is 14452.
• Young Low Risk Financially Vulnerable persona is a 26-year-old chef who became a customer of U+ Bank 3 months ago, and his annual income is 13652.

With persona-based tests, you verify that the next-best-action strategy gives the expected results. On the Engagement Policy tab of Next-Best-Action Designer, you can create test cases for a specific group or all groups. Running test cases for all groups implies that you run the next-best-action strategy for all issues and groups in your business structure. As the bank wants to target the credit cards group, create a persona test case at the group level.

To configure a persona test case, select the action and treatment that you expect the test persona to receive according to your next-best-action strategy. In this case, Young Low Risk Financially Vulnerable Persona is supposed to receive the Standard card and Rewards card actions.

In the Persona (Data transform) field, select the persona against which you want to test the strategy. Select Young Low Risk Financially Vulnerable.

In the Channel context field, select WebInbound channel context, which defines the Direction, channel and the Real-time container for the test.

In the Next-Best-Action scope section, select whether the test checks only the engagement policy configuration or includes additional elements such as constraints and arbitration.

Selecting Engagement policies only validates that your policy conditions provide the desired results. The selection ensures that the test looks at the eligibility, applicability, and suitability.

Selecting Engagement policies and arbitration validates the effectiveness of your policies when you arbitrate across all actions. The test considers arbitration, adaptive analytics, treatment and channel processing, and constraints. In this case, select Engagement policies only.

Mature Low Risk Financially Invulnerable Persona is eligible for the Rewards Plus card and the Premier Rewards card. Create a test case for this persona. Run the tests to confirm that they pass.

The bank now wants to offer the Standard card to customers who have an annual income greater than 14000. See how this engagement policy change affects these test results. To define an engagement policy, click Standard card. Define a suitability condition so that only customers who have a minimum annual income of 14000 qualify for the actions.

Run both tests to see how this engagement policy configuration affects the test cases.

Observe that Young Low Risk Financially Vulnerable persona fails the test. The failure means that customers with a profile similar to Troy does not satisfy all the existing engagement policies. Analyze the results to see why the test did not give the expected outcome.

Based on the report, Young Low Risk Financially Vulnerable persona is not eligible for the Standard card.

Young Low Risk Financially Vulnerable persona's annual income is 13652, which is less than the defined applicability condition. Mature Low Risk Financially Invulnerable persona's annual income is 14452, which is higher than the defined applicability condition.

Although the Young Low Risk Financially Vulnerable persona fails the test, the Mature Low Risk Financially Invulnerable persona passes it.

Now, edit the test for the Young Low Risk Financially Vulnerable persona to delete the Standard card assertion, and then run the test.

You can design the personas according to the business requirements and test them every time an engagement policy changes.