Bug in the new hardware meant devices failed to meet all inclusivity standards and prevented users from operating the device properly out of the box.
In turn, customer experience frustrations and increased support costs had therefore become issues for the client.
Qualitest mobilized its root and branch diagnostic assessment in to quickly identify the underlying issue.
We determined the most cost-effective fix, acquired new hardware versions, flashed the latest mainline builds and performed unboxing UAT until bugs were eradicated.
The underlying issue was quickly identified and resolved, mitigating market share and reputational risks.
Bug was verified across multiple applications efficiently which enabled further verification time on accessibility and localization.
Our client, a leading social network company, produces networked devices that allow consumers to connect with friends, families, and business partners and schedule social events worldwide via the web using their smart home device and TV products with the latest a11y and l10n capabilities built-in.
These devices must work right out of the box to ensure a seamless user experience. Today’s consumers prefer to interact with devices and content in their native language, and inclusivity is par for the course. Inclusive technology standards such as, Accessibility (a11y)*,Internationalization (i18n)*, and Localization (l10n) are critical to success in the global market. However, the complexity of these processes can lead to bugs that are daunting to solve even for the most experienced development teams in large enterprises.
The a11y process measures how accessible a system (software and hardware) is to all people, including those with disabilities or impairments. i18n is the process of planning and implementing a product (e.g., creating a codebase and the supporting framework), so it can easily be adapted to a specific language, culture, and local regulations. l10n involves adapting a product or service for a locale.
A bug in the new hardware prevented users from operating the device properly out of the box, which led to a frustrating customer experience and increased support costs. Our client asked us to debug the hardware devices on all build channels to pin down the issue. While the cost of developing and manufacturing the hardware was high, the risk of stretching out the time to market and losing market share was even higher. A lot was at stake, and time was of the essence.
We approached this challenge by testing all the available mainline build channels and identified the problem in the production process. The issue happened at the ‘fish food’ stage, where a small set of QA and project managers test a product before passing it to Beta testers.
Under commercial pressure to deliver a rapid solution, it took our team less than two months to pinpoint the issue and propose a solution, despite the complexity of the hardware devices and the technical challenges associated with Inclusive Technology like a11y and l10n. The issue was caused by a bug in the development code where the hardware name was not saved. We presented the findings to the client’s development team and collaborated with them to identify a solution.
We determined that the most cost-effective fix was to abandon the faulty hardware devices and acquire new hardware versions. As soon as the replacement devices arrived at the client’s facility, we unlocked the devices, flashed the latest mainline builds, and performed the out-of-box experience. We completed setup and testing to ensure that everything worked as intended to deliver a seamless customer experience.
Through our meticulous QA and testing efforts, we delivered exceptional results that ensured the product’s readiness and quality. Our approach brought several critical benefits to the project:
Our rigorous QA and testing processes allowed us to identify and resolve critical hardware issues early in the project. This proactive approach enabled us to replace faulty components and address underlying problems, ensuring the project stayed on track and met its objectives.
We verified and resolved video-related bugs in the Zoom app and other unreleased applications specifically designed for the blind and deaf community. This attention to detail ensured these apps were accessible and functional for all intended users.
Leveraging our extensive bug reporting and verification capabilities, we completed the troubleshooting tasks ahead of schedule. This efficiency allowed us to allocate additional time towards internationalization (i18n) and accessibility (a11y) testing, aligning with the client’s goals without deviation.
Our comprehensive QA and testing efforts resulted in a product launch free of critical (P0) and high-priority (P1) bugs across various hardware runs. This high standard of quality assurance was crucial to achieving a successful, issue-free product launch.
