ISTQB CTAL-TM Exam - Topic 1 Question 14 Discussion

Actual exam question for ISTQB's CTAL-TM exam

Question #: 14
Topic #: 1

You are Test Manager working on a project which is improving the user interface for its call centre staff handling customer enquiries. The project has completed UAT for the first iteration; however a large number of defects were raised by call centre staff seconded to help with the User Acceptance testing.

The defects described the user interface as not being intuitive enough with a poor 'help' facility. A user representative spent a week working with developers and system testers to explain the issues, which were subsequently agreed to have resulted from poorly specified usability requirements.

The requirements were defined separately for each iteration and have been formally reviewed by business analysts, developers and the IT director.

The user representative was also able to answer a number of other questions that the system test team had regarding call centre workflows, which improved their domain knowledge.

You have been asked to conduct a project retrospective and recommend improvements for the next iteration which introduces further user interface changes. Which of the following would be the MOST effective improvement for the next iteration?

ASystem test analysts to attend external training on usability testing techniques.

BSystem test cases to incorporate usability testing and be reviewed by a call centre user representative.

CCall centre representatives to participate in reviews of the user interface requirements.

DA call centre user representative to be seconded to the system test team to help improve test design.

Show Suggested Answer

Suggested Answer: B

by Tennie at Aug 12, 2025, 08:26 AM

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Idella

2 months ago

Not sure if just adding a user rep will solve the issues.

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Percy

2 months ago

Surprised that usability wasn't prioritized earlier.

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Veda

2 months ago

Definitely agree with B, having user input is crucial.

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Shannon

3 months ago

I think option B makes the most sense. Usability testing is key!

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Laquita

3 months ago

C could also work, getting reps involved early is smart.

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Alana

3 months ago

I like the idea of having a user representative in the test team (option D). It could really help bridge the gap between development and actual user needs, but I wonder if it’s practical.

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Stevie

3 months ago

I’m a bit confused about whether training in usability testing (option A) would really solve the problem. It feels like we need more direct user involvement instead.

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Linn

4 months ago

I think we practiced a similar question where involving users in testing helped identify issues. Option B might be the best since it directly addresses usability in test cases.

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Therese

4 months ago

I remember we discussed the importance of involving users early in the process, so option C seems like a good choice. But I'm not entirely sure if it would be enough.

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Sang

4 months ago

I feel pretty confident about this one. Involving the call centre users directly in the requirements review seems like the best way to address the usability issues.

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Lera

4 months ago

This is a great opportunity to improve the usability of the system. I'll make sure to thoroughly evaluate each option and choose the one that will be most effective.

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