Summary

This case study explores how SHIFT ASIA supported a leading Japanese home improvement retailer to enhance the quality and efficiency of their eCommerce platform and mobile application. Facing system complexity and scalability challenges, the client required robust manual testing to ensure seamless user experiences and support their international delivery system. By designing and executing comprehensive test cases, SHIFT ASIA expedited the development cycle, reduced testing timelines, and contributed to the overall success of the platform’s expansion. The study highlights the strategic approach, solutions implemented, and measurable outcomes achieved over a multi-year engagement.

About the Client

The client is a prominent retailer in Japan specializing in home improvement solutions. Their business includes operating large-scale home centers, an extensive online shopping platform, and logistics services. They also offer diverse related services like DIY resources and health management solutions. Known for their comprehensive approach to retail, the client provides everything from tools and household goods to innovative lifestyle products, catering to a wide spectrum of customer needs.

Their Issues and Challenges

As the client expanded their online product catalog, they encountered significant system integration and scalability challenges. Their backend processes required seamless coordination among multiple systems, including ordering, cataloging, order management, payment processing, and delivery functions. While the user interface was intuitive, backend complexities resulted in recurring issues, impacting the platform’s performance. Comprehensive testing was essential to address these challenges and ensure a reliable user experience.

Requirement and Scope

The project required manual testing of the e-commerce platform’s front-end interface, internal management systems, and database functionality. The primary focus was to detect and resolve issues across the platform to support its growing complexity and ensure smooth operations.

SHIFT ASIA Solutions

SHIFT ASIA employed a systematic manual testing approach, collaborating closely with SHIFT’s project manager (PM) and the client’s implementation team. The team designed and executed detailed test cases, working within agile frameworks and leveraging tools such as JIRA, Confluence, and Backlog for efficient issue tracking and communication.

Internal Team Communication

SHIFT ASIA’s project manager was the primary point of communication with the client’s Product Quality Control Team and development teams, which included a diverse international mix of developers from Japan and India.

Results

SHIFT ASIA shortened the testing period from six to three weeks, greatly improving the development process’s speed. Although direct metrics such as bug reduction or user churn were not available, the client’s satisfaction and increased trust were evident in their choice to continue using SHIFT ASIA’s services and to entrust them with additional responsibilities.

The client reported high satisfaction with the services provided by SHIFT ASIA. The manual testing process accelerated the development cycle by providing timely feedback and identifying critical issues early. SHIFT ASIA’s role evolved from simply executing tests to taking on responsibilities for test design. This growing trust ultimately enabled SHIFT ASIA to assist with ticket management and project scoping.

Service Highlights

SHIFT ASIA provided well-structured functional, system, scenario, and ad hoc tests. The testing was conducted across various devices, including PCs, tablets, and smartphones, ensuring thorough coverage. The timely delivery of test results supported the client’s agile development cycle, accelerating feedback loops and enhancing overall quality control.

Why SHIFT ASIA Was Chosen

SHIFT Japan initially managed the project, and SHIFT ASIA was assigned due to its proven expertise in software testing. As time passed, our performance and adaptability cemented our status as a dependable partner for the client.

In a customer satisfaction survey, the client gave high ratings for test execution (4 out of 5) and test design (4 out of 5). They strongly committed to continue using SHIFT ASIA’s services, awarding a perfect score of 5 out of 5. Overall, the client acknowledged the value of SHIFT ASIA’s services in enhancing the efficiency and quality of their e-commerce operations.