Retail Bank Drives Test Coverage to 90% with Qyrus

Global Banks are at risk of losing one in five (20%) of their customers due to poor customer experience, according to 10X banking. This is particularly relevant for mega retail banks, which can’t afford to jeopardize their customer base due to lackluster web and mobile app interactions.

With over 4,500 employees, our client is a retail bank with over 290 branches and a trusted customer brand that offers full-service banking to more than five million customers. They operate on a modern banking platform and serve customers through digital channels, native IOS and Android applications, and in branches across the UK offering personal and business banking options with 1.33 billion in revenue.

That said, they recognized the pitfalls of manual testing—resulting in strained resources, sluggish release cycles, underwhelming web and mobile app performance, and subsequent revenue loss—one retail bank embarked on a mission to overhaul its full-service banking through digital banking testing infrastructure. Their goal? Delivering unmatched user experiences.

The Problems
In the context of this banking case study example, the bank sought to establish a dedicated process aimed at improving customer experience across their web and mobile applications. In the process, they encountered obstacles such as:

1. Inefficient manual testing
   The manual testing infrastructure led to redundancies in testing, with testers having to re-write test scripts, choking their bandwidth and as a result bottlenecks in product release cycles. The outcome? Inefficient testing, complex bug detection, and resolution.
   
   Additionally, the manual approach impeded the creation of automated CI/CD pipelines, given its inherent requirement for manual intervention.
2. Direct loss of customers due to inferior apps
   With inefficient testing came substandard applications, resulting in a less-than-optimal user experience. This directly impacted the bank’s business with a noticeable loss of customers and revenue.

In an effort to put an end to losing customers to competition, the retail bank turned to Qyrus to completely automate its testing framework. The next section of this banking case study example highlights how Qyrus helped achieve this and the magnitude of the transformation.

The Solutions
The bank was able to ramp up speed to market by automation resulting in the expansion of test coverage using Qyrus’ testing solutions. End result was a consistent customer experience across its full-service banking infrastructure. Here’s how:

1. The transition from full manual to automated testing
   Qyrus prioritized application testing, starting with automated test scripts for mobile and web. Employing cloud-hosted reports featuring step-by-step screenshots and videos of test executions, a foundation for robust, data-driven reporting was established.
   
   The endeavor resulted in a substantial increase in the scale of testing with the bank achieving more than 2,500 automated test executions each week, coupled with over 10,000 manual and object spy sessions per week.
2. Comprehensive test coverage
   With Qyrus’ automation came expanded test coverage – from web and mobile to API and end-to-end customer journey test cases. As a consequence, testers could repurpose test scripts, eliminating the need to create scripts anew for scenarios ranging from logging in to verifying balances and other transactions. For perspective, the bank accomplished a test coverage rating of 90%, wherein 100% of the tests generated were automated and reusable.
   
   Leveraging Qyrus’ diverse device farm, the retail bank scaled testing from 30 to over 50 real devices, spanning Android and Apple tablets and mobiles, as well as various browsers (Chrome, FF, Edge, Safari, etc.) and operating systems (Windows, Linux, Mac).
3. Improved testing and QA through collaboration
   Qyrus’ testing solution made test sharing among cross-functional teams a breeze with as many as 50 testers, developers, and analysts building automated tests. Furthermore, test de-bugging was simplified owing to live test executions on the web and mobile.
   
   Qyrus’ solution also enabled direct issue logging in Jira, profiling performance metrics for gauging system responsiveness, and visual regression for preventing unintended visual discrepancies across different software builds. All this meant efficient testing, fewer release delays, and faster bug-free releases.

The Impact
The retail bank’s success story in this banking case study example exemplifies how testing automation can translate to an unparalleled customer experience, the outcome translated to:

Conclusion
The banking sector is recognized for its customer-centric approach, and this principle applies equally to digital banking. Battling with the challenges in manual testing and subpar user experiences, the bank benefited from Qyrus’ scalable and secure testing automation solution. The outcome? A remarkable 90% test coverage streamlined operations across web and mobile platforms, and ultimately elevated customer experience to a class of its own. 

Authors

Qyrus