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The client is a global leader in providing mobile solutions through its mobile commerce platform to a wide array of customers worldwide. This innovative platform enables mobile phone users to access a host of commerce related services and provides the ability to make remote payments securely with the convenience of their mobile handsets. The mobile commerce system allows
each registered user to create a virtual payment account or “mobile wallet”. The system’s various access mediums - including USSD, SMS, STK and Web - enable customers to utilize the services provided through various telecom companies.

Business and Technical Challenges

The client had established a mobile commerce system that enabled the use of mobile phones for various services where a virtual amount could be used. The lack of a dedicated testing team to look for bugs and implement fixes as situations arose caused havoc in the development timelines, with developers often being pulled of tasks midstream to perform user acceptance testing (UAT).
This, plus tight timelines that made it difficult for the client to complete comprehensive testing prior to sending code to customers, impacted customer experience.

To increase customer satisfaction and improve product quality, the client needed to meet the following objectives before successfully implementing the platform:

  • Decrease in percentage of bugs
  • Ensure modules would be delivered in a timely manner for UAT
  • Fix production issues
  • Implement proper monitoring of the product