Technology products must be more than innovative and effective to succeed, as the population health subsidiary of a large U.S.-based insurance provider recently discovered. Despite having a well-rounded suite of web and mobile wellness and health management apps that served more than 20 million consumers, the provider was routinely saddled by delayed product releases and post release functional issues.
An initial assessment by emids uncovered the problem: Consumer complaints and delayed product releases could be traced back to the absence of standard testing and quality assurance (QA) processes. The company had no centralized QA practice. As a result, testing was usually performed by developers who lacked understanding about the needs of consumers and the goals of the organization. Testing coverage was also lacking, resulting in excessive slippage of defects into product releases.
Following the assessment, emids got to work helping the organization institute best practices throughout the quality assurance cycle and provide more comprehensive testing by integrating requirement elicitation [business analysis (BA) roles] and validation of those requirement during testing cycle [QA roles]. This put individuals with both skill sets at each end of the process to ensure applications were built properly from the outset. emids also conducted Agile training and test automation across the company’s entire portfolio of products. The engagement grew to include more than 200 emids team members, located in both onshore and offshore offices, to facilitate 24-hour workflow coverage.
Specialized services emids provided to client included:
- Development of a learning and training website and delivery of expertise on BA and QA techniques and processes.
- Establishment of a central test automation framework, tool and team.
- Guidance in test case writing techniques and establishment of a test case review process.
- Establishment of a metrics and monitoring program to improve quality and user satisfaction across all product development stages.
As a result, the client has been able to achieve zero Severity 1 issues in last 6 quarterly releases and less than 2% of functional defects in production, contain QA costs by more than $500,000 and reduce release cycle time by 20 percent, improving time to market.
Learn more about how emids helped this population health provider tackle its product development challenges and improve quality and customer satisfaction for its member health solutions by downloading the case study here.