Live Webinar: Elevating Customer Experience with a Mobile QA Strategy That Works

Head, Test Automation CoE Today’s Speakers Guido Lubinski QA Principal Manager Kumaresan Narayanaswamy Head, Test Automation CoE Tal Barmeir CEO

AGENDA How a mobile ecosystem is reshaping the organization priorities Need of a comprehensive mobile testing strategy for superior customer experience Key challenges and opportunities ahead for organizations in mobile-first world Mobile transformation @Vodafone Mobile QA tools – insights to action Q&A 5 min 5 min 5 min 25 min 10 min 5 min

How a mobile ecosystem is reshaping the organization priorities (1/2) Digital Channels for Connected Experience “Billion TouchPoints happening everyday on Mobile Apps” Social Web Kiosk Digital Payments & Signage Smart TV Wearables

How a mobile ecosystem is reshaping the organization priorities (2/2) People & Culture Process & Governance Technology Diversity Competency Customer centricity Innovation Device policies, device ownership models Security, privacy Light-weight approach Diversity of Apps and Devices Mobile enabled BizOps Omni channel experience

Need of a comprehensive mobile testing strategy for superior CX “High Velocity Quality” Comprehensive focus on functional and beyond-functional aspects like performance, security, compatibility, accessibility, usability Progressive automation with ever expanding coverage as continuous journey throughout lifecycle of mobile apps Test strategy to be derived based on App analytics, Device Analytics and Monitoring as continuous process

Key challenges and opportunities ahead for organizations in mobile-first world Anytime, Anywhere Access Fragmentation – devices, OS, et al Recognize mobile app maturity curve “Someone can snoop over” Quality cannot be compromised for speed Personalized expectations Test beyond functional – cover all types of persona for CEx Monitor the app throughout its life-cycle Tools and automation Enterprise Mobile app management and governance

Vodafone Case Study

Company Profile Major Telecommunication Company Headquartered in UK More than 100,000 employees Operates in around 80 countries Customer base of above 400 million worldwide

Is it easy to get into customers‘ shoes? No! Various constraints when it comes to simulation of real customers‘ behaviour: Variety of (device specific) Mobile Services Various customer touchpoints and platforms Country specific SIM cards / roaming Scope Location of testers globally distributed Shipping Confidentiality Local testing environments Logistics High quality demands Cost pressure Time-to-market – Agility? Business

Device Cloud(s) to drive Customer Experience! Around 250-300 devices in three flavors: QA Cloud QA Core business: ~ 70+ different devices Acceptance Testing, Managed Test Service Offshoring, Test Automation Global App Viewer 21 markets, 3 different SIMs, 130 devices Manual access for development teams Harmonization of local market look and feel Vodafone Device Cloud External vendors/suppliers: ~ 60+ devices Integrate into CI frameworks (Jenkins), fully supporting agile delivery Automated Device Certification

Further improvements of the Vodafone Device Cloud Some improvements already implemented: Operational improvements: Floating licenses: allowing flexibility, a unified environment and enables everyone from anywhere to use the cloud. Automated Device Management: discharging, brightness, WiFi Distributed Device Cloud: allows, on a need-basis, connecting to a satellite agent device in a different country and testing under real network conditions Automated SIM Switcher: that in conjunction with SeeTestCloud, enables testing multiple SIMs on a single device (up to 16 SIMs) Test Automation Framework: with full access for (external) teams and Jenkins integration

Apart from being close to the Customer – other benefits What counts is the money: Enablement of off-shore model with avoiding roaming costs Reduce flying to different countries and locations High utilization of devices, # devices reduced significantly Result: tremendous cost reduction

Lessons learned Some hurdles we have overcome in setup and during run times: Plan for scalable architecture and optimal network connectivity Automate as much as possible operational support processes Plan and prepare for appropriate User Management and Access controls

Mobile QA Tools - Insights to Actions

Centralized, Onsite Mobile Device Lab Keep all your mobile devices in a centralized onsite location and allow remote access to them from anywhere at anytime Simple set-up – software only solution running on standard Windows or Mac machines Enterprise level security, reside within your VPN Full recovery, redundancy and no single point of failure High speed performance

Remote Access to Mobile devices Fully control remote mobile devices from your browser anytime, anywhere Web access from any browser Immediate support for all mobile OS , incl. beta versions Support all mobile devices Fully integrates to all testing, dev & CI environments

(MAC/ Windows machine) Scalability Enable any number of mobile devices and users in any geography Automation Team Site A Mobile device lab Corporate Network Cloud Server 1 2 15 Device Host 1 (MAC/ Windows) Host 2 Host n 10 Site B 7 Site N Auto. engineer (MAC/ Windows machine) Manual QA Team Developer Manual Tester Dev Team

Management Capabilities Effectively manage large scale mobile projects with advanced management tools Dashboard for quick overview Enhanced user, device and application management capabilities Usage reports and Email alerts

Manual Testing Perform manual testing on a remote mobile device, as though it was at the tester’s hand Support for all manual gestures Fast interaction Control all physical and virtual device buttons Full control on device power cycle Visual reports

Mobile Test Automation Test all types of mobile applications, and automate advanced mobile application scenarios Use the test recorder, view device screen and add commands Test barcode & check scanning, audio, GPS simulation, TouchID Integrate with any testing environment incl. Appium Test Native, Web and Hybrid, system (setting, SMS) & 3rd party apps Run the same test on different mobile devices & OS’s

CI/CD Integration Accelerate your testing cycles with a fully automated 24/7 continuous testing environment Seamless integration into CI environments Large scale parallel execution (Grid) Real time view of all executions Centralized, cloud-based execution, directly managed from the CI Centralized test reporting

Non-Functional Capabilities Test your application under different device conditions and network conditions Simulate different network conditions and on–the-move scenarios that are unique to mobile users Monitor consumption of the mobile device CPU, memory and battery

Development & Debugging Provide developers with an advanced testing environment and access to real remote devices Simulators & emulators native support Integrate with XCode, eclipse, Android Studio and more… Integration with Appium, Calabash, Cucumber and more. Support UI/unit testing using XCUITest, Espresso and UIAutomator Ability to share detailed reports and live sessions

Demo CI/CD integration