User acceptance testing for global marketplace

A Global marketplace provider for transportation, operating all over the world

Countries:

SEMEA, LATAM, USA, Asia regions covered

Client’s field:

Logistics and transportation marketplace

Research period:

April 2019 till current time

Client:

Can not be named due to NDA

Cooperation duration:

1 year

Tests performed:

500+ unique testers

The challenge

The company has been developing a new product for a market and the need to find out how the product would be perceived appeared.

The task was to evaluate the product perception, consistency of the system operation, search for bugs, usability of the product, the quality of service of the suppliers which operate on the marketplace.

The need to test the product all over the world, in a short time, on a various OS and devices and receive diverse opinion made it obvious to contact us for a cooperation

The project design implied the testing process to be fast, precise as for the scenarios and with structured feedback about the testing within maximum 24 hours after the test performed.

The project team had been restructured in accordance to client’s internal process to deliver the testing results accordingly to the request.

The goals of the program were and are:

  • deliver tests results within 24h after performance
  • 100% of bug reports sent to support team
  • 100% of tests performed in accordance with the scenario gather and structure testers feedback
  • Evaluate subjective perception of users as well

The solution

The project design implied the testing process to be fast, precise as for the scenarios and with structured feedback about the testing within maximum 24 hours after the test performed.

The project team had been restructured in accordance to client’s internal process to deliver the testing results accordingly to the request.

The goals of the program were and are:

  • deliver tests results within 24h after performance
  • 100% of bug reports sent to support team
  • 100% of tests performed in accordance with the scenario gather and structure testers feedback
  • Evaluate subjective perception of users as well

The Outcome

15% of bugs connected to system crashes and errors

37% of bugs connected to inaccuracy with notifications and logic of the interaction flow

12% of bugs connected to payments failure

11% of bugs connected to UI/UX issues or missing functionality

Thanks to our testing process, we defined that the end-user is willing to have online payment and perceive this functionality as an essential part of the new product.

The NPS for product with the online payment function versus only off-line payment is higher by 15% which had been defined during alfa- and beta-testing.

After the implementation of the new user experience in the product, 48% of testers stated such flow as an error.

After additional research we had found that a change of the user experience to which customers get used to critically influenced the satisfaction from the product usage and how much user will be wiling to use it again.

In general, the client managed not only to calibrate the product during our testing, but also to gain the insights on their customers user experience and preferences for further developments.

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