THE CARDINAL RELEVANCE OF CUSTOMER CONTENTMENT Amit Roopanwal - Associate Manager Quality Engineering Abhishek Gupta – Sr. Quality Engineer Shivalika Verma - Sr. Quality Engineer Tavant Technologies India Pvt Ltd

ABSTRACT As to create a digitally conclusive society clients are moving towards all areas and aspects of global product building focusing on all individuals. The need arose to develop this practice came from one of our existing customers who is one of the leaders in Online Education Providers to meet the 508 compliance to build their product web accessible. In order to achieve the same, we developed an indigenous practice requirements within our organization to test the website for Section 508 and WCAG 2.0 AA Level guidelines. This practice outlines the approach took by the team to meet the adhoc customer requirement to tap in to the world of Accessibility Testing. We as a team implemented and developed a Unified Process and Procedure which are followed across the team(s) to handle complex delivery of Accessibility Requirements for our valuable customer(s)

ACCESSIBILITY MODELLING: A SOLUTION APPROACH WCAG Learning and Brainstorming Automation Screen Reader Manual 3 3

Automation Manual COMPONENTS Fire Eyes is a free accessibility testing plug-in for Firefox. Nonvisual Desktop Access (NVDA) - It is a free, open source, portable screen reader for Microsoft Windows Automation Test Cases – WCAG 2.0 AA Level and Section 508 GTM – Guideline Traceability Matrix (Mapping of Guidelines with Testcases) Manual

TEAM FUNCTIONS Understanding of Guidelines Documentation Derivation of Templates Test Case Writing Peer Review Execution & Defect Logging

EXECUTION METHODOLOGY Identification of Specific Test Cases Internet ATT Team Identification of Guidelines Status Reporting Identification of Specific Test Cases Bugs Identification Manual and Automation Execution Execution thru NVDA *Logged 3176 Defects for 67 URL`s

Overview document for Guidelines of WCAG 2.0 AA Level and Section 508 Manual check points listing TEAM DELIVERABLES Templates like Guideline Traceability Matrix(GTM) Test Cases Status Reports Generic Test Scripts for WCAG 2.0 AA Level and Section 508 and Defect Report

BUSINESS IMPACTS/ BENEFITS Recognized with the customer as a True Partner Project Onboarding in T&M model for team of 3 Established a COE focused on Accessibility Testing POCs, trainings and any upcoming opportunities Team of competent and self-sustaining testers possessing end to end knowledge for Web Accessibility Testing Successfully able to achieve the targeted audience which results in increased userbase BUSINESS IMPACTS/ BENEFITS

CONCLUSION The key to retention is customer satisfaction which comes from valuing customers and their needs. Highly satisfied customers stay loyal longer, talk favourably about the organization, pay less attention to the competition, are less price sensitive, offer service ideas to the organization, and cost less to serve than new customers. This practice not only gave us the business opportunity with one of the client but also open new horizons to look and propose opportunities for our existing as well as new clients

ABBREVIATIONS WCAG Web Content Accessibility Guidelines ATT Accessibility Testing Team W3C consortium The World Wide Web Consortium (W3C) is an international community that develops open standards to ensure the long-term growth of the Web GTM Guideline Traceability Matrix

REFERENCES & APPENDIX https://www.w3.org/TR/WCAG20/ https://www.w3.org/WAI/intro/wcag https://en.wikipedia.org/wiki/Web_Content_Accessibility_Guidelines http://www.section508.gov/ http://webaim.org/standards/508/checklist

AUTHOR BIOGRAPHY Amit Roopanwal Associate Manager, working with Tavant Technologies with Masters in Computer Application from Amity Noida having 10 Years of testing experience working in different CMMI level companies. Mainly expertise in Project Delivery, CoE, Framework architect and execution   Abhishek Gupta Sr. Quality Engineer, working with Tavant Technologies having 7 Years of experience in Manual & Database Testing. Sound Understanding of e-Commerce, Betting, Publication Domain Shivalika Verma Sr. Quality Engineer, working with Tavant Technologies, having a rich experience of about 5 years in testing CMS driven Web and Mobile Applications