User Acceptance Testing (UAT) Guidelines

When implementing a new software system, it is important to include User Acceptance Testing (UAT) as part of the implementation process. What exactly is UAT? You may know it as end-user testing or beta testing.   UAT is the last development phase before implementing the software. Executed by the business, it verifies:

  • The software meets the operational and business requirements
  • Identifies bugs, errors, or defects
  • Screen flow and system usability

Not conducting User Acceptance Testing, can you leave you struggling on “Live” day with a system that does not meet the operational requirements.

UAT Process

UAT is a key testing element in the Software development life cycle. The following is an overview of the preparation and tasks involved.


  • Agree the Standard Operating Procedures to test
  • Verify all new features to test
  • Is this a single system test, or is multiple system (end to end) testing required
  • Agree on the prioritization standard for bugs, errors or issues identified
  • Agree on the minimum criteria to pass UAT
  • Setup and access to the UAT environment

Developing Test Scripts

  • Operational and Business expert develop scripts to capture requirements
  • Create one test script for each process
  • Scripts to cover all “real-world” Scenarios
  • Cover variations of the same script, i.e., single, double, triple, quad occupancy
  • Include the sequence of steps and expected results
  • Where multiple systems record the expected result in each system
  • Agree on how results will be recorded
  • Agree that results will be provided daily/weekly

UAT team

  • Combination of the business/operational experts and end-users
  • End-users must know business/operations procedures 
  • Must have the ability to detect and report errors, bugs and defects
  • Must have dedicated, uninterrupted time allocated for UAT

Executing Tests Scripts

Once the vendor has handed over the system for UAT, begin executed the test scripts

  • Record for each script, the system, steps, and result
  • Document the actual result vs. the expected result for failed scripts
  • Include comments to clarify results
  • Include screenshots or screen record steps
  • Prioritize errors, bugs and defects based on impact to operations/service level
  • A script may pass in one system and fail the integration to another


  • The software vendor will review all errors, bugs and defects identified
  • Vendor will assign a status:
    • fixed in upcoming release
    • system working as designed (SWAD)
    • future development
  • Agree priority of errors, bugs and defects
  • Vendor will follow Development process for agreed items
  • New release implemented for testing
  • The process of UAT and Remediation may require multiple rounds until the software is bug-free, stable, and working according to the business needs

Sign Off

The  UAT team and Business owners agree that the system meets the user and business requirements.

While UAT can be a lengthy process, it is essential to:

  • Verify that the functionality supports the business requirements
  • Functional development matches the specifications
  • Identify errors, bugs and defects before “Live”
  • Catch any changes made during development have not created other system issues

While this process is based on developing software for Hotels, the steps can be utilized for any software user testing.   Creating comprehensive test scripts, selecting the right testers, thorough documentation, and prioritizing issues are key to successful implementation.

Lisa Zoretich

An extremely motivated, and natural leader with extensive experience in the Hospitality Industry. Breadth of skills deep in Project Management, Business Analysis, Operational Reviews, Policy & Procedure Development, Training, Strategic Business Planning, and Systems Design & Implementation. Adept in applying extensive knowledge of industry best practices to gather and deliver the desired guest experience and market driven demands to best fit an organizations strategic and tactical goals.