Fidelidade, a leading insurance company, had the objective of testing the Fidelidade Drive App with large groups of real users. This would allow the company to enhance their services, technical quality, and performance continuously. The choice to partner with InnoTech’s Crowd Testing services came essentially from the IT consulting company’s availability and effort to deliver the results the insurance company was looking for.
Project Scope:
Fidelidade embarked on a mission to enhance its services by leveraging digital solutions. Recognizing the need to continuously improve the technical quality, performance, and user experience of their applications, Fidelidade aimed to test their app, Fidelidade Drive, with a wide range of real users. The app integrates telematics and gamification to provide drivers with insights into their driving habits and rewards for good practices. To achieve their testing goals, Fidelidade chose InnoTech’s Crowd Testing services, which proved to be a pivotal decision for the project’s success.
The Challenge:
The Fidelidade Drive app is is composed of multiple components and integrations. This makes it a complex and sophisticated application, that requires a robust and comprehensive testing approach. Fidelidade needed a solution that would provide extensive validation through real-world scenarios, ensuring the app’s stability, performance, and user experience across various devices, operating systems, and user conditions.
The Solution:
InnoTech partnered with Clariter to offer Crowd Testing services. This approach allowed Fidelidade to leverage large groups of real users, pre-selected to represent diverse demographics and usage patterns. These users tested the app in real-world conditions, providing invaluable feedback and data on its functionality and performance.
Marcelo Abreu Sousa, Responsible for Partnerships and Ecosystems at Fidelidade, explained the decision: “The technical complexity of the Fidelidade Drive application, due to the various integrations and components, was the perfect reason for us to move towards a Crowd Testing service for the first time. InnoTech was the best option due to its availability and willingness to provide an adequate response to our needs. We see InnoTech as a partner devoted to the success of the Fidelidade Drive app.”
Crowd Testing Implementation:
The two-year project began in March 2022. It involved mobilizing elements from the Crowd Tester community, along with InnoTech and Fidelidade’s management teams, to conduct comprehensive testing activities. These actions included:
- Testing the app with users on different devices, operating systems, and versions.
- Collecting actionable data to optimize the user experience.
- Detecting and addressing bugs in a timely manner.
- Validating expected behaviors and evaluating new features.
Pedro Brandão, Country Manager at Clariter, highlighted the benefits: “With Crowd Testing, Fidelidade can anticipate customer needs, accelerate the launch of improvements, and significantly reduce risks. This methodology introduces co-creation techniques between the business and end users, generating solutions based on these contributions and enabling test cases in Agile mode, reducing costs, and providing unique insights to put the customer at the center of digital transformation.”
Moreover, the methodology chosen for the process allows Fidelidade to have access in a short number of days to test results representing more than 10,000 kilometres of journeys carried out, in various previously defined scenarios. Plus, it withdrawls the complexity of managing the necessary resources. Something that would be virtually impossible to achieve with a test team internal to the organization.
Testing Process:
The testing process within the project has two main strands. Firstly, the functional testing, where you want to ensure that the technical implementation is robust and error-free. Secondly, the usability testing, where the same people who carry out functional testing participate with recommendations, suggestions and benchmarking against the competition, with the aim of continually improving the use of the application as seen through the eyes of real users.
The test report visually summarises the data collected in more than 200 tests corresponding to pre-defined driving scenarios, and from which multiple quality and performance indicators are derived. This allows Fidelidade to make quick decisions and actions by observing the dashboard created in each test round.
The Results:
The implementation of Crowd Testing allowed Fidelidade to enhance the quality and reliability of the Fidelidade Drive app. Key outcomes included:
- Improved Quality Assurance: The extensive testing across various real-world conditions helped identify and fix bugs before they could impact users, maintaining the app’s high standards.
- Enhanced User Experience: Continuous feedback from real users enabled Fidelidade to refine the app’s features and functionality, ensuring a better user experience.
- Increased Customer Satisfaction: By addressing issues proactively and incorporating user feedback, Fidelidade was able to improve customer satisfaction and loyalty.
- Reduced Risks: Early detection and resolution of potential problems reduced the risks associated with launching new features and updates.
José Padre Eterno, CEO and Founder of InnoTech, emphasized the broader impact: “This Crowd Testing project is a clear example of the innovative and differentiated services InnoTech offers. Despite being a young company, we are making significant strides in the tech landscape. This project reinforces our commitment to providing excellent services and has positioned us for further growth in various industries, including financial, retail, and automotive.”
Conclusion:
Fidelidade’s collaboration with InnoTech on the Crowd Testing project for the Fidelidade Drive app has been a resounding success. By leveraging real user feedback and extensive testing, Fidelidade has been able to deliver a high-quality, reliable, and user-friendly app. This partnership not only enhanced the app’s performance and user experience but also demonstrated the value of innovative testing solutions in driving digital transformation.
