Lack of resources

An internal project crafted by the CEO was launched and focused on using internal teams to find website issues, which were then reported back to the responsible departments to be resolved. However, internal teams lacked the resources needed to fully test all the combinations of devices, operating systems and browsers used by website visitors.

Motivated by quality, Direct Wines began externally sourcing web testing help to identify web site bugs that were harming user experience. Thus, a formal evaluation of multiple web testing crowdsourced partners began and Digivante had the opportunity to perform a Proof of Concept (PoC) project on one of Direct Wines’ websites.

Direct Wine Website

Improvement in customer experience through web testing

Digivante conducted an in-depth weekend PoC test with 276 expert testers, performing 128.3 working hours of testing in a limited time frame.

This test uncovered 81 site issues, which consisted of 60 CX, 19 conversion and 2 critical issues that were active on live websites.

Using Digivante’s portal, Direct Wines viewed exactly where in the site issues were located, including screenshots and snapshot recordings of issues in action. The portal also produced an authoritative list of each issue, categorised in terms of impact which could be easily prioritised and resolved by internal teams.

The highest impact (critical) website issues were address first, producing immediate testing ROI and forming an evidence-based case which promised an improvement in customer experience, through web testing.

A total of 79 site issues were uncovered during the test, which consisted of 60 CX, 19 conversion and 2 critical issues that were active on live websites.

These tests explored the websites for any issues affected by new releases or updates. Along with regression testing, Digivante also conducted quarterly exploratory tests, which identified any issues that the fortnightly testing wouldn’t naturally uncover.

Testing turned around in 2 days

Mobile user conversions increased by 16%

Direct Wines was awarded 2019 online retailer by IWC because of their fantastic online experience

2 critical, 19 conversion and 60 CX issues identified

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