Product Beta Testing: Account Management Process
Last updated: March 8, 2023
Beta testing, also known as beta release, is when a product feature is released to a small group of users in a production environment to try out the functionalities, uncover any issues, provide valuable insights, and ensure that no additional iterations are needed prior to a general release.
If the Product team plans to conduct beta testing for a feature that’s in development, they will work closely with Account Management to provide the necessary communications and instructions to clients.
Please note that this process differs from the Product Discovery process, which happens before development has begun and relies heavily on UX Researchers and Product Managers to communicate with clients.
Client Identification
Led by: Product Manager (PM) & Product Marketing Manager (PMM)
During this phase, the PM and PMM collaborate to compile a list of preferred beta testers before looping in Account Management.
Recruitment
Led by: AM
During this phase, the AM is the primary point of contact with the client, with email templates and instructions provided by the PMM.
- PMM reaches out to AM managers to confirm the scope of the beta testing and share the clients identified for testing.
- PM and PMM create slack channel (#featurename-beta) and add respective AMs.
- PMM sends instructions and email templates to AMs to invite and onboard clients for testing.
- AMs note in the tracker if a client is not suitable for testing.
- AM sends emails to respective clients.
Example emails and instructions
Onboarding
Led by: AM
- Once the client responds, AM updates the tracker and sends onboard email.
- PM enables the feature for clients who have confirmed their participation based on the beta release schedule.
During Beta Testing
During beta testing, both teams take a reactive role and respond to client questions/feedback accordingly.
- AM shares any relevant questions or feedback from the client in the dedicated Slack channel.
- PM and PMM answer questions as needed.
Post-Beta/Survey
Led by: AM
To gain insights from beta testing and inform Product’s next steps, a brief survey will be sent (if applicable) to the client to collect feedback on feature functionality and user experience.
- PMM creates and shares survey with AMs.
- AMs follow up directly with clients to share survey.
- If the AM has not sent the survey after 3 days, the PMM will remind the AM to follow-up & send out the survey.
- Once survey results are collected, PMM shares survey results with PM.