Ride-Sharing Company Case Study

The Challenge

With global operations, the ridesharing company needed a reliable partner who could act as the final gate in the software testing process and offer a comprehensive testing solution that covers all critical aspects, from functionality to localization, with a high degree of professionalism and efficiency. 

The company needed multifaceted support for the following: 

Final Gate Testing

The ridesharing company integrated multiple layers of software testing into its development process to ensure the highest quality releases. Despite these rigorous efforts, the critical final gate testing stage was crucial to confirm that no severe bugs were overlooked. Typically, this stage is expected to be flawless, underscoring the depth and thoroughness of prior testing phases.

The company was looking for a partner who could detect and prioritize P1 and P0 issues. These are exceptionally critical bugs that, if released, could cause significant operational disruption or financial loss. These high-priority issues directly threaten driver retention, customer satisfaction, and the company’s financial stability.

The chosen testing partner had to ensure that testers identified and reported on all potential showstopper bugs before they impacted the live environment, protecting the company from substantial risks and providing a seamless user experience. 

Driver-App Usability and Reliability

Operating in all their regions and serving over 137 million customers, the driver app needed to be reliable and user-friendly. Any issues that hindered drivers’ ability to provide optimal service could have a significant financial impact on the ridesharing company. Real-world testing was essential, as simulated environments could not replicate the unique challenges drivers faced. The company required a partner capable of hiring, managing, and training real drivers to test the app under actual conditions, providing invaluable insights into its functionality and usability.

Ineffective Localization

The ride-sharing company’s localization team struggled with the quality of deliverables and responses from its existing vendor. Additionally, with a vision to expand its product in one niche language in Spain, the company needed support to localize its app without sacrificing time and quality.  

The Solution

Testlio’s comprehensive end-to-end solution offers the final gate, functional, and localization testing services the ride-sharing company needs. 

Identifying critical issues

With Testlio’s solution, the ridesharing company can quickly and efficiently identify critical P1 and P0 bugs, catching severe bugs that previous layers of testing missed. Since partnering with Testlio, the validity rate of bug reports has doubled, increasing efficiency and accuracy in bug identification that genuinely matters to the client.

Empowering Drivers to Perform In-Field Testing

With Testlio’s crowdsourced solution, the ridesharing company can conduct effective in-field testing of their driver app. Testlio manages the entire testing process, including hiring and training drivers who may not have formal technical QA process training, empowering them to contribute to the testing process. This unique approach helps identify technical bugs and user experience issues. 

Moreover, the company can use driver feedback to inform its strategy and enhance the app experience for drivers and users. This approach ensures efficient allocation of testing resources, focusing on areas that increase user satisfaction and improve app functionality.

In-Market Localization

The ridesharing company needed in-market resources for app localization as they planned to expand into new markets. Our global network, transparent order forms, and built-in issue-triaging system met budget, resource, and time requirements. 

Biweekly tests and 24/7 access to testers doubled the app’s test coverage and product reach. In three months, the company expanded testing from 2 to 4 languages in 4 countries. Today, the app operates in 70 countries, and Testlo helps it offer services in 6 languages. 

Following the success of the app testing projects, the company has expanded its localization partnership with Testlio to include web testing across regions and localization testing directly on translation machine tools and for marketing SEO.

Client Relationship and Communication

Testlio maintains regular communication with the ride-sharing company, supported by dedicated testing and engagement leads familiar with the client’s needs. This arrangement ensures responsive handling of ad-hoc requests and fosters a partnership approach rather than a traditional vendor-client relationship.

Efficient Integration and Coordination

Conducting tests across multiple continents and integrating feedback from various geographical locations introduces complexity to the testing process. Testlio manages this complexity through careful coordination and tools like Jira for seamless integration with the client’s systems. This setup facilitates efficient bug tracking and validation processes, demonstrating Testlio’s seamless integration into the ridesharing company’s ecosystem.

Maximizing Operational Efficiency

Testlio enhances operational efficiency by automatically sending monthly reports, allowing the ride-sharing company to allocate dedicated client service hours to more critical issues. 

Outcomes

The partnership with Testlio has not only resolved immediate testing needs but also provided strategic benefits, helping the ride-sharing company strengthen its market position and improve its service offerings worldwide.

Enhanced Bug Detection and Resolution

Since partnering with Testlio, the ride-sharing company has seen a significant improvement in the identification and resolution of critical bugs. The validity rate of bug reports has doubled, allowing the company to catch severe P1 and P0 bugs. This increase in detection accuracy has resulted in enhanced app reliability, directly impacting the overall quality of service provided to end-users.

Improved Driver Engagement and App Usability

Implementing in-field testing has empowered drivers to test more thoroughly, becoming active participants in the app’s development process. This involvement has not only led to the identification of numerous technical and user experience bugs but has also allowed the company to gather valuable feedback directly from its users. This feedback is then used to inform strategy to ensure the company always meets the demands of its drivers and riders. 

Expansion and Localization Success

The company expanded its testing from two languages in two countries to four languages in four countries, a whopping 2x increase in just three months by partnering with Testlio! Today, Testlio helps the company offer its services in six languages.

Our expert testers have identified several high-priority issues, and the client is delighted with the testing outcomes we have delivered so far. For example, our SEO expert tester discovered many relevant issues during the web SEO localization test and provided feedback for improvements. The client was pleased with the quality of the issues raised and implemented the feedback immediately. With our assistance in testing their ride-sharing app for localization in Catalan, we were able to help our client launch their app in a new region faster and more efficiently than before.