How Quality Engineering Helps Build Flawless Customer Experiences
November 03, 2020

Akshaya Choudhary
Cigniti Technologies

Share this

Customer experience has become the cornerstone for success with enterprises splitting their hair on how to achieve the same without robbing a bank. It can make or mar the prospects of any business venture and should be the focus of any organization. Let us understand its importance with an example:

A big brand decided to move online and offer its products and services in the eCommerce model. The launch of the portal was done with much fanfare and excitement with expectations about customers making the most of the eCommerce portal. However, when it came to the brass-tacks, the venture turned out to be a fiasco with customers shunning the portal. Why, you may wonder? Well, the pages loaded slowly, the payment gateway did not function as it ought to be, and the images were not attractive and visible enough. Result? Instead of improving sales and enhancing brand equity, the reputation of the brand took a nosedive.


When customers interact with a digital product or service, they expect it to work without any hiccup. And should they find one — such as a click, touch, or swipe failing to offer the desired result — they may disown the product or service altogether and settle for the competitor.

Hence, people entrusted with delivering a superior customer experience (developers, QA specialists, and customer service personnel) must make the processes seamless. This should be irrespective of the digital touchpoints used by the customers — smartphones, desktops, tablets, laptops, notebooks, or smartwatches, among others. However, ensuring the same requires thinking differently by using quality engineering. It is an Agile and DevOps based approach wherein the QA process is automated to deliver outcomes like continuous integration, testing, and delivery. In short, digital quality engineering can lead to enhanced CX (customer experience).

As new technologies are incorporated to develop attractive, fast, feature-rich, secure, responsive, and turnkey software solutions, the expectations of customers continue to rise. They want their software applications to be high performing irrespective of the digital devices, browsers, operating systems, or networks. And with the preponderance of so many avenues and systems, the complexity of software systems (and their failure) is bound to increase. To address such challenges, enterprises need to look beyond traditional software quality assurance services and embrace quality engineering.

To deliver enhanced CX, enterprises should be able to meet three requirements:

■ Automate most processes of the engineering value chain.

■ The quality engineering approach to be focused around delivering a great customer experience.

■ Use effective automation tools to build an enabling test environment to further the cause of CX

How Software Quality Engineering Can Enhance the CX

With an increase in the complexities of software applications, especially the ERP ones, software quality engineering can help build a tool-agnostic platform to facilitate software releases. By taking the Agile and DevOps approaches, QE services can help enterprises to design, build, and test software applications, quickly and consistently. In fact, the AI-enabled tools can detect glitches that are preventing the delivery of great CX, quickly. AI can leverage tools such as chatbots and social networking accounts to analyze and verify if the applications are functioning as expected. To execute and verify customer experience testing, a holistic digital quality engineering process should address a range of issues. These include automating the value chain by incorporating Agile and DevOps methodologies. To drive an effective CX, QE services should consider the following types of testing:

Compatibility: It validates the seamless run of any software application across digital mediums comprising laptops, smartphones, tablets, notebooks, and desktops. For example, a fixed deposit policy can be initiated on a smartphone and completed on a notebook without any hiccups.

Usability: In this type of testing, aspects like error rates, task times, and human-computer interactions are looked into. For example, is the customer getting the information he or she asked for or the CTAs on the webpages are easy to follow? Also, there should be a visual consistency across pages in situations such as the Black Friday sale. Here, the navigation for an eCommerce portal should be fast and seamless across web pages to achieve great CX.

Accessibility: According to the World Wide Web Consortium’s accessibility guidelines, there should be inclusiveness in offering web content to the users. For example, a mobile app should have features like alternative text (describing objects on the screen), visible focus indicators (enabling a customer to use a keyboard rather than a mouse), and good contrast ratios.

Performance: In this quality engineering approach, tests are conducted to verify whether the features and functionalities of a software application perform to their optimum when subjected to a certain traffic load. For example, an eCommerce portal needs the fastest load and response times from its digital assets during peak demand. In the absence of performance testing, the load threshold will remain unknown leading to system crashes.

Security: Security has emerged as the biggest challenge confronting the digital ecosystem. And unless system vulnerabilities and glitches are dealt with during the development and testing process, the consequences can be disastrous — for all stakeholders. For example, an eCommerce app with a payment gateway should disallow the autofill option for passwords and other sensitive fields. If such practices are incorporated in the value chain, the risk of security breaches and any non-compliance with regulatory protocols can be eliminated.

Conclusion

By implementing enterprise quality engineering, organizations can detect and fix flaws or glitches in the software application before it is delivered to the end customers. It helps to design an application with minimal scope for glitches thus saving time, effort, and cost in rework. In the competitive business landscape of today, software quality engineering can help enterprises to rationalize the cost of operations, eliminate errors, and deliver superior customer experiences, quickly and consistently.

Akshaya Choudhary is Content Marketer at Cigniti Technologies, an Independent Software Testing company
Share this

The Latest

September 16, 2021

Achieve more with less. How many of you feel that pressure — or, even worse, hear those words — trickle down from leadership? The reality is that overworked and under-resourced IT departments will only lead to chronic errors, missed deadlines and service assurance failures. After all, we're only human. So what are overburdened IT departments to do? Reduce the human factor. In a word: automate ...

September 15, 2021

On average, data innovators release twice as many products and increase employee productivity at double the rate of organizations with less mature data strategies, according to the State of Data Innovation report from Splunk ...

September 14, 2021

While 90% of respondents believe observability is important and strategic to their business — and 94% believe it to be strategic to their role — just 26% noted mature observability practices within their business, according to the 2021 Observability Forecast ...

September 13, 2021

Let's explore a few of the most prominent app success indicators and how app engineers can shift their development strategy to better meet the needs of today's app users ...

September 09, 2021

Business enterprises aiming at digital transformation or IT companies developing new software applications face challenges in developing eye-catching, robust, fast-loading, mobile-friendly, content-rich, and user-friendly software. However, with increased pressure to reduce costs and save time, business enterprises often give a short shrift to performance testing services ...

September 08, 2021

DevOps, SRE and other operations teams use observability solutions with AIOps to ingest and normalize data to get visibility into tech stacks from a centralized system, reduce noise and understand the data's context for quicker mean time to recovery (MTTR). With AI using these processes to produce actionable insights, teams are free to spend more time innovating and providing superior service assurance. Let's explore AI's role in ingestion and normalization, and then dive into correlation and deduplication too ...

September 07, 2021

As we look into the future direction of observability, we are paying attention to the rise of artificial intelligence, machine learning, security, and more. I asked top industry experts — DevOps Institute Ambassadors — to offer their predictions for the future of observability. The following are 10 predictions ...

September 01, 2021

One thing is certain: The hybrid workplace, a term we helped define in early 2020, with its human-centric work design, is the future. However, this new hybrid work flexibility does not come without its costs. According to Microsoft ... weekly meeting times for MS Teams users increased 148%, between February 2020 and February 2021 they saw a 40 billion increase in the number of emails, weekly per person team chats is up 45% (and climbing), and people working on Office Docs increased by 66%. This speaks to the need to further optimize remote interactions to avoid burnout ...

August 31, 2021

Here's how it happens: You're deploying a new technology, thinking everything's going smoothly, when the alerts start coming in. Your rollout has hit a snag. Whole groups of users are complaining about poor performance on their devices. Some can't access applications at all. You've now blown your service-level agreement (SLA). You might have just introduced a new security vulnerability. In the worst case, your big expensive product launch has missed the mark altogether. "How did this happen?" you're asking yourself. "Didn't we test everything before we deployed?" ...

August 30, 2021

The Fastly outage in June 2021 showed how one inconspicuous coding error can cause worldwide chaos. A single Fastly customer making a legitimate configuration change, triggered a hidden bug that sent half of the internet offline, including web giants like Amazon and Reddit. Ultimately, this incident illustrates why organizations must test their software in production ...